SLA

SLA is a mechanism that helps the users process their assignments or work
items within expected time intervals.
For example, an assignment is to complete with in an specified time, if that
assignment not complete then some other work has to do like escalating. In
this scenario SLA is used.
Service Level has two objectives
!. Increase the urgenc" on the assignment the longer it remains on the
manager#s worklist, and
$. Automaticall" resolve the order if the manager doesn#t approve or
reject the order.
Service level rules are located in the %rocess categor" in Application
&xplorer. In the class group, we#ll expand %rocess. 'ight(click Service Level
and select )ew.

*ost of the options needed to configure a service level rule are found in the
+eneral tab.
In the +eneral tab we can define the , time(based intervals for performing
work. &ach interval is specified in da"s, hours, minutes, and seconds.
Goal is the amount of time i.e., users are expected to resolve this
assignment in this time. It is the smallest time interval.
Deadline is the maximum amount of time, users are allowed to complete
the assignment.
Passed Deadline means that the assignment has exceeded the specified
deadline time and is now considered late. -%assed deadline is onl"
available for assignments..
Service Level Agreements also known as Service Level or SLAs. /he"
define three time intervals the" are goal, deadline, and passed deadline
which indicates intervals for assignment or overall work item.
SLAs can be defined on both Assignments and 0ork 1bjects.
/o define an SLA on an assignment, we use the properties panel of the
assignment shape in our flow rule and set the SLA rule we would like to
appl" to the assignment. At runtime, %'%2 3ServiceLevel&vents4 agent
process the assignment SLA.
0ork object SLAs though are defined b" setting the p"SLA)ame propert"
of our work object to the name of the SLA rule.
p"SLA)ame is usuall" set in the default data transform rule of our
workitem.
JUST KEEP IN MIND: Work item SLAs are handled through the
Work-.OverallSLA flow which creates an assignment and routes it to a workbasket.
The SLA rule secified in the !SLA"ame roert! is set on the assignment.
#rocess commander uses the $ule-%eclare-&'ressions to automaticall! calculate
the initial urgenc!. The Assignment urgenc! is initiall! calculated using the work
ob(ect urgenc!. )owever* subse+uent changes to the work urgenc! are not reflected
in the assignment urgenc!.
)ere*
,Assignment urgenc! is like showing on screen* usuall! it comes when a flow
runs.
,work urgenc! is like showin in oerators worklist or workbasket.

The '-rgenc!Work roert! used in the assignment urgenc! calculation is with in
the class Assign- and is a co! of the initial value of the work level urgenc!.