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SLA management overview
Overview
An SLA monitors work order or service request processing against a configured target duration. Timing starts at a defined condition and ends when the completion condition occurs. The system can warn before the deadline, notify after a breach, or run a custom function.
SLA management and control rules are configured by the administrator, and the actual processor understands the current timeliness through task countdown, reminder, or timeout results; managers can view the execution results and time consumption through the SLA Timeliness Compliance Status record.
Applicable scenarios
| Scenario | Recommended control method | Example |
|---|---|---|
| Monitor a single node in the work order process | Based on process nodes | From the start of on-site service to the completion of on-site service, it is required to be completed within 24 hours |
| Monitor cross-node handover timeliness | Based on process nodes | From the order dispatcher to the engineer assigned to the engineer receiving the order, it must be completed within 72 hours |
| Monitor object creation to field changes | Based on object fields | From work order creation to work order status changing to "work order service", required to be completed within 48 hours |
| Early reminder or timeout upgrade | Early warning events, timeout events | Notify the handler before the standard time is reached, and notify the supervisor after the standard time is exceeded |
| Analyze timeliness performance | SLA timeliness compliance, BI | Check task time consumption, allowed time and compliance status |
Core concepts
Two control methods
| Management and control methods | Starting conditions | Ending conditions | Key points of application |
|---|---|---|---|
| Based on process node | Process node start | Process node completion | Single node or cross-node process processing time |
| Based on object fields | Object creation or field changes | Field changes | Length of time between object creation, status, or other field changes |
Rules can also set the scope of application. Only records that meet the filter criteria and have the rule enabled will enter the SLA timing for the rule.
Timing and compliance
- The system records the start time when the start node, object creation, or start field condition occurs.
- The system records the end time when the end node is completed or the end field condition occurs.
- When "end time - start time ≤ standard processing time", it is recorded as meeting the standard; when the standard processing time is exceeded, it is recorded as not meeting the standard.
- If the countdown is enabled, the task node will display the remaining time; after the standard time is exceeded, the timeout will be displayed.
Alerts and timeouts
- Early Warning Event: Triggered when the end condition has not yet occurred and is close to the standard processing time, used to remind in advance. Not triggered when SLA timing has expired.
- Timeout event: Triggered when the end condition has not occurred after reaching the standard duration, used for timeout notification or function processing. Not triggered when SLA timing has expired.
- Whether notification channels, reminder personnel, reminder time and functions are configured depends on the administrator's settings in specific rules.
SLA compliance record
The system presets the SLA timeliness compliance status object to record the task that triggers SLA control, task handler, task final executor, start time, end time, standard processing time, actual timing time, timeout duration, and compliance status. This object is available for Work Orders and Service Requests. If you need to view these records on the work order or service request details page, the administrator also needs to add a common associated component (what) to the details layout and associate it with SLA timeliness compliance.
Roles and consequences
| Role | Responsibilities in SLA scenario | Visible results |
|---|---|---|
| Administrator | Enable plug-ins, create rules, set scope and events | Rule status, test records and compliance objects |
| Dispatch personnel | Complete assignment and handover tasks according to rules | Task countdown, early warning or timeout reminder |
| Engineer | Accept orders or complete on-site nodes within the specified time | Task countdown, node completion results and compliance status |
| Service request handler | Promote service requests according to object field rules | Timing and reminders triggered by field changes |
| Managers | View compliance records and conduct BI analysis | Statistical results such as average time consumption, compliance ratio, etc. |
Limitations and boundaries
- Whether a rule covers all records depends on the target object and applicable scope conditions; the coverage cannot be judged based on the rule name alone.
- Rules based on process nodes depend on the actual occurrence of the target process and node; records that have not passed the end node or end field conditions will not end the timing normally.
- Both early warning and timeout events require that the end condition has not yet occurred; they will not be triggered after the timer expires.
- The original information does not explain the complete rules of working time calendar, failure retry, batch recalculation and time suspension. The specific behavior should be based on the current page and configuration of the enterprise.
- Fields, buttons and visible records are affected by administrator permissions, object layout and enterprise configuration.