Last Updated: July 28, 2021

SLA or Service Level Agreement pertains on how long a case can remain in a process lane. You can set a case's SLA on the Process Flow designer and set is start and due date to notify the Actors in the workflow regarding a case's status. Enabling and setting up SLA can allow you and your team to prioritize your pending cases better based on selected case's SLA schedule.

To begin setting up an SLA, go to the process lane in which a lane status is set into either of the following:

In Process
For Approval
For Review
Automation



Upon enabling the SLA button, a wizard will pop-up where you need to define the following:

1. SLA

This refers to the 'start of countdown' or the range of time a case should remain upon entering the process lane.

Unit: Date, Day, Hours, Minutes
Input Method: From Form, Manual Input

If From Form, a new field will appear containing columns in the form builder that has corresponding data input in the Unit you selected. For example, you selected 'Date' as the data input in a column, the from form will show columns that has 'Date' as data input in the form builder.
If Manual Input, you will be the one to directly type the range of time a case should stay in a process lane.



2. When SLA is Due

This will remind the approver at the exact time the case is due.

Flag Color: You can change the flag color if a case meets its due
Action: Currently supported actions are Send Notification, Move Case to Another Lane, and Assign to Another User or Group



3. When SLA due time approaches

This will remind the approver minutes, hours, or days before the case's due time.

Unit: Date, Day, Hours, Units
Input: Length of unit
Flag Color: You can change the flag color if a case meets its due
Action: Currently supported action is Send Notification



4. If SLA was not met

This will remind the approver minutes, hours, or days after the case's due time.

Unit: Date, Day, Hours, Units
Input: Length of unit
Flag Color: You can change the flag color if a case meets its due
Action: Currently supported actions are Send Notification, Move Case to Another Lane, and Assign to Another User or Group



ⓘ NOTE: The SLA will trigger right away after the case enters the lane where it was configured.

RELATED ARTICLE(S):
PREVIOUS ARTCLE: 3: Workflow App: Process Flow
NEXT ARTICLE: 3.2: Configuring Work Scheduler

FURTHER READING:
Notification Management

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