Enforcing service-level agreements

A service-level agreement defines a goal and deadline, which are intervals of time 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.

Stage

Starts when a case enters the stage and ends when the case leaves the stage.

Process in a stage

Starts when the process is called, and ends when the last step in the process is completed or is otherwise stopped.

You can create processes, which are flows, by defining a life cycle for a case. You can also create a process as an optional action.

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 has no 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.

You can review the configuration of this subprocess by opening the Work-.pxApproval flow. The service-level agreement for an approval step is propagated to assignments in this flow.

Use any of the following techniques to enforce your service-level agreements: