Service-level agreements

A service-level agreement defines intervals of time, such as a goal and deadline, that you can apply to a case or elements in the life cycle of a case. By using service-level agreements, you can standardize the way that case workers resolve cases in your application.

You assign service-level agreements when you define a life cycle for a case type. The following types of service-level agreements are supported:

  • Case — Starts when a case is created or most recently reopened, and stops when the case is resolved.

  • Assignment — Starts when the assignment is created and routed to a work queue or worklist, and ends when the assignment is completed or is stopped due to an error condition.

    The time at which a user opens the form for an assignment does not have any effect on the service-level agreement.

  • Approval step — Starts when the subprocess for the Approval shape is called, and ends when the subprocess reaches an End shape.

At run time, an agent detects unmet goals and deadlines in your application. You can define escalation actions, such as notifying a work party, for this agent to run to help users resolve cases faster.