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Adding an SLA Routine to your Workflow

Overview​

A service-level agreement (SLA) can be incorporated into the workflow. When a task does not change from one state to another at a pre-determined time, a routine can be built to take an action, like sending a reminder to whomever was assigned the task.

At the bottom of a workflow's settings panel you will find the SLAs section. You should see something like this:

sla section

From this settings panel, you will be able to create and edit SLA routines integrated into your workflow.

Create/Edit an SLA​

To create an SLA routine, press the + icon in the SLA section. To edit an existing SLA routine, choose it from the list in the SLA section. After choosing to create or edit an SLA routine, the Create SLA settings panel opens up.

SLA settings panel:

sla section

Fields described below:

General information
Name:
SLA's display name.
It doesn't have to be unique.
Code:
SLA's identification name. Only lowercase letters, numbers, and underscores are accepted. The first character must be a letter.
The code cannot be edited once it is saved.
State types:

Choose the State types that indicate the START and END of the SLA routine. State type options are closed, in-progress, and/or new.

Use either States or State types fields to configure START and END. Although States and State types can be used simultaneously, it is not normally recommended.

States:

Choose the states that activate the SLA routine (START) and deactivate it (END).

Use either States or State types fields to configure START and END. Although States and State types can be used simultaneously, it is not normally recommended.

Time type:​

Options are:

  • Dynamic: time is calculated with task information.
  • Static: time can be a specific date or calculated from the amount of months, days, or hours from the date the action is executed.

Base date:​

Static and Dynamic time are calculated in relation to a Base date.

Options are:

  • Default: The moment the task enters its start state
  • Start date: Start date defined in task settings
  • End date: Deadline date defined in task settings
  • Resolution date: Date task is resolved (closed)

Time:​

Specifies the date or time that the task is supposed to go from its initial to final state.

Static type format:

  • "HOURS|Number" = number of hours from the action
  • "DAYS|Number" = number of days from the action
  • "DATE|$YYYY-$MM-$DDT${HH + 5}:00:000Z" = date and time

Dynamic type format:

  • "DATE|endDate" = task's endDate
  • "DATE|parent|endDate" = parent task's endDate
  • 'DAYS|status|[switch => [ObjectId<COTProperty>, number, ObjectId<COTProperty>, number]]' = days calculated according to properties
Reset:

If active, time will start again when the task returns to START states or types.

Repeat:
If active, time will cycle infinitely until the condition is met. Therefore, the SLA routine will be executed as many times as necessary. Otherwise, the SLA will only run once.
Use with precaution to avoid undesired looping activity.
Routine builder

Click here to learn more about routines.