You can set goals and deadlines for a case type to enforce your service level
agreements (SLAs) and encourage case workers to resolve cases on time. SLA measurement starts
at the time of creating a case and ends when the case is resolved.
You can also use this procedure to set goals and deadlines for stages and processes.
-
In the navigation panel of Dev Studio, click Case types, and then click the case type that
you want to open.
-
On the Settings tab, click Goal &
deadline.
-
In the Use Service-level agreement (SLA) list, select how you
want to define the SLA criteria:
- To define custom criteria, select Custom SLA and then go to
4.
- To reuse criteria from an existing service-level agreement, select
Existing SLA, and then go to 11.
-
For case-level SLAs only, in the Calculate time from the start
of section, select a method for calculating your goal and deadline
times:
- To start the calculation when an instance of your case type is created, select
This case.
- To start the calculation when the parent of your case type is created, select
Parent case.
- To start the calculation when the top-level parent of your case type is created,
select Top level case.
-
In the Goal section, define the suggested resolution time for a
case using the Days and HH:MM:SS
fields.
To indicate that the goal should be met in less than a day, for example, in 4 hours
and 15 minutes, enter 04:15:00.
To indicate that the goal should be met in a day and 6,5 hours, in the
Days field, enter 1 and, in the
HH:MM:SS field, enter 06:30:00.
-
In the Increase urgency by field, enter a value by which you
want to increase the current case urgency when the goal elapses.
- Optional:
To configure a goal notification, perform the following actions:
-
In the Notify section, select the users to whom you want to
send the goal notification.
Creator or Participants
The system sends emails to these users when the goal for this task elapses.
-
For Participants, click Manage
participants, select the case participants to whom you want to send the
notifications, and then click Done.
-
In the Message sub-section, select one of the following
message types:
- To send a standard notification, select Use default
message.
- To compose an email message, select Compose a message.
- To choose an existing correspondence template for
notification emails, select Use correspondence.
-
In the Deadline section, define the required resolution time for
a case using the Days and HH:MM:SS
fields.
To indicate that the deadline should be met in less than a day, for example, in 10
hours and 30 minutes, enter 10:30:00.
To indicate that the deadline should be met in 2 days and 6,5 hours, in the
Days field, enter 2 and, in the
HH:MM:SS field, enter 06:30:00.
-
In the Increase urgency by field, enter a value by which you
want to increase the current case urgency when the deadline elapses.
- Optional:
To configure a deadline notification, perform the following actions:
-
In the Notify section, select the users to whom you want to
send the deadline notification.
Creator or Participants
The system sends emails to these users when the deadline for this task
elapses.
-
For Participants, click Manage
participants, select the case participants to whom you want to send the
notifications, and then click Done.
-
In the Message sub-section, select one of the following
message types:
- To send a standard notification, select Use default
message.
- To compose an email message, select Compose a message.
- To choose an existing correspondence template for
notification emails, select Use correspondence.
-
Click Save.
Your settings are stored in the
pyCaseTypeDefault
service-level agreement rule.
At run time, you can review the Case
Details section of a case to learn how much time remains to meet the goal or
deadline.