Setting goals and deadlines for assignment completion

Enforce service-level agreements automatically by setting goals and deadlines for assignments.

The system calculates goals and deadlines as the time between task assignment and task completion, unless your service-level agreement states otherwise.
  1. In the navigation panel of App Studio, click Case types, and then click the case type that you want to open.
  2. In the upper-right corner of the Workflow tab, click Life cycle.
  3. Click the assignment for which you want to configure the goal and deadline.
  4. In the step property panel, click Goal & deadline.
  5. In the Use Service-level agreement (SLA) list, perform one of the following actions:
    • To define custom criteria, click Custom SLA, and then, in the Goal and Deadline sections, complete the Days, HH:MM:SS, and Increase urgency by fields.
    • To reuse criteria from an existing service-level agreement, click Existing SLA and select the name of a service-level agreement.
      Note: The Existing SLA list contains relevant records. You can add new service-level agreements to the Existing SLA list by creating new relevant records. For more information, see Adding a relevant record to your application.
  6. Optional: If you selected Custom SLA in step 5, you can reduce the risk of unfinished work in a case by defining an escalation action, such as notifying the manager. An escalation action is initiated when an assignment exceeds its goal or deadline. For more information, see Defining an escalation action for an incomplete assignment.
  7. Click Save.
Result: At run time, your application detects when the goal and deadline are not met and adjusts the urgency of the assignment. To see how much time you have left to complete an assignment, refer to the header of the form.