You can set a goal and deadline for an assignment to automatically enforce your service-level agreements. By default, goal and deadline times are measured from the time that an assignment is routed to a worklist or work queue to the time that the assignment is completed.
-
In the navigation panel, click Case types, and then click the
name of a case type.
-
On the
Workflow
tab, click
Life cycle.
-
Click an assignment or approval step in a process.
-
Click
Goal & deadline.
-
Select the
Consider goal and deadline
check box.
-
In the
Goal
and
Deadline
sections, enter
values in the fields to define the suggested and required completion times for the
assignment.
Options include:
-
Days
- Enter a positive integer.
-
HH:MM:SS
-
Enter a formatted string of positive integers that represent hours and minutes.
For example, enter
04:15:30
to indicate that the goal is 4
hours, 15 minutes, and 30 seconds.
-
Increase urgency by
- Enter an integer to add to the current urgency of the assignment.
-
Click
Done.
At run time, your application detects when the goal and deadline are unmet and adjusts
the current urgency of the assignment. To see how much time you have left to complete an
assignment, refer to the header of the form.
Tip: Define escalation actions to
call attention to assignments that exceed the goal or deadline time.