SLA rule reference

Overview

Use this reference to review SLA control methods, timing fields, event conditions, and compliance records. Available buttons, fields, scopes, and notification channels depend on permissions and configuration.

Rule terminology

Terminology	Meaning	Applicability
Scope	Determines which work orders or service requests enter the rule	Applies to both methods
Based on process nodes	Use process node start and completion as timing boundaries	Single node or across nodes
Based on object fields	Use object creation or field changes as timing boundaries	Object creation, status or field changes
Start timing	Node, field or condition for SLA record start time	Both methods are applicable
End timing	Node, field or condition of SLA record end time	Process completion or field change
Standard processing time	The upper limit of time used to determine whether the standard is met	Both methods are applicable
Early warning event	Early reminder when the standard processing time is approaching	The end condition has not occurred and the timer has not ended
Timeout event	Reminder or function execution after exceeding the standard processing time	The end condition has not occurred yet

Timing and compliance rules

• Meet the standard: end time - start time ≤ standard processing time.
• Not up to standard: end time - start time > standard processing time.
• After the countdown is enabled, the task node displays the remaining duration; after the standard duration is exceeded, the timeout duration is displayed.
• Alerts and timeout events will not be triggered after the SLA timer has expired.
• End conditions based on object fields can only be set to field changes.

Comparison of control methods

Project	Based on process node	Based on object field
Target Audience	Work Order or Service Request	Work Order or Service Request
Start condition	Start of process node	Create new object or change fields
End condition	Process node completed	Field changes
Typical examples	Assignment starts to engineers receiving orders	Work orders are created until the status changes to work order service
Automatic backfilling of process fields	Yes	No, the original data does not specify automatic backfilling of process instance fields

SLA timeliness compliance status

The system presets the SLA timeliness compliance object to record each task that triggers SLA control. This object is applicable to work orders and service requests. It can be used to view the task handler, final task executor, start and end time, time consumption and compliance results. It can also be used as a data source for BI statistics.

To show related records on a work order or service request, add General Related Component (What) to the detail layout. Set its related object to SLA Timeliness Compliance and bind Binding Data.

Field descriptions

Field name	API Name	Field type	Remarks
Record number	name	Increment number	Standard record number
Bind data	related_object	Dynamic association	Associate work orders or service requests
SLA rule name	sla_name	Single line of text
SLA control method	sla_way	Single choice	Process node or object field
SLA rule detail name	sla_detail_name	Single line text
Start timing	start_time	Date and time	Start timing time
End timing	end_time	Date and time	End timing time
Standard processing time	remind_latency	Number	Standard time set by the rule
SLA timing duration	duration	Number	Actual timing duration
Timeout duration	timeout_time	Number	Duration exceeding the standard duration
Compliance status	sla_result	Single choice	Result of meeting the standard or not meeting the standard
The business process to which it belongs	workflow_instance_id	Single line of text	Automatically backfilled by the system only when it is based on process control
Process srcId	source_workflow_id	Single line of text	Automatically backfilled by the system when only based on process control
Node instance ID	activity_instance_id	Single line text	Automatically backfilled by the system when only based on process control
Start timing node name	activity_name	Single line of text	Automatically backfilled by the system when only based on process control
End timing node name	completed_activity_name	Single line of text	Automatically backfilled by the system only when it is based on process control

Limitations and troubleshooting

Phenomenon	Check items	Processing direction
SLA entry not found	Plug-in activation status, administrator permissions	Confirm SLA plug-in and permissions in system settings
The record does not enter the SLA	Target object, rule activation status, scope of application	Check whether the record meets the filtering conditions
Timing has not ended	Process end node or field change conditions	Confirm that the end condition actually occurs
Alert/timeout is not triggered	Event time and SLA status	It will not be triggered when the end condition has occurred or the timer has expired
No compliance records are visible on the details page	Common associated components, associated objects and binding fields	Associate components to SLA timeliness compliance

The source material does not describe the complete rules for working time calendars, failure retries, batch catch-ups, and pause timings, and these behaviors should not be inferred from the field names.

Related topics

• SLA Management Overview
• Configure SLA Rules
• Service Request Overview