Published at: 2025-10-31

SLA Rules

Access Path: Service Connector > System Settings > Enable SLA Plugin
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1. SLA Rule Configuration

  • Entry: Service Connector > System Settings > Full Feature Settings > SLA Rules
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1.1 SLA Rules (Based on Process Nodes)

Use Case: Monitor timeframes for Fault Work Order process nodes (e.g., 72-hour SLA from dispatch to engineer acceptance, 24-hour SLA for on-site service) with notifications for overdue tasks.

  • SLA Control Rules
    • Rule Name: Custom (e.g., “Fault Work Order Timeframe Control”)
    • Description: Custom
    • Applicable Work Orders: Set conditions (e.g., by Work Order Type/Priority)
    • Control Method: Process-based

    • SLA Details: Configure timeframes for each node.
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    • Rule Details:
      • Name: Custom
      • Process: Select the monitored Business Process
      • Type: Single-node (e.g., “On-site Work Start → Completion”) or cross-node (e.g., “Dispatch Start → Engineer Acceptance”)
    • Timing Rules:
      • Met: End Time - Start Time ≤ Standard Duration
      • Not Met: End Time - Start Time > Standard Duration
      • Start Node: Triggers timer
      • Start Time: Node initiation
      • End Node: Stops timer
      • End Time: Node completion

    • Enable countdown display on tasks.
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    • Alert Event: Triggers notifications/functions when nearing SLA breach (if timer is active).
      Example: Alert dispatch supervisor 48 hours after dispatch if 72-hour SLA is at risk.
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    • Timeout Event: Triggers notifications/functions upon SLA breach (if timer is active).
      Example: Notify supervisor 78 hours after dispatch (6 hours overdue).
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    Note: Enabled countdowns display remaining/overdue time on task nodes.
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1.2 SLA Rules (Based on Field Changes)

Use Case: Monitor 48-hour SLA from Work Order creation to engineer acceptance with notifications.

  • SLA Control Rules
    • Rule Name/Description: Custom
    • Applicable Work Orders: Set conditions

    • Control Method: Work Order Node
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    • Rule Details:
      • Name: Custom
      • Timing Rules: Same as 1.1
      • Start Condition: Trigger on object creation/field change
      • End Condition: Trigger on field change only
        Example: Timer starts at creation, ends when status changes to “In Service”.
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    • Alert/Timeout Events: Configured similarly to 1.1.
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2. SLA Compliance Tracking

  • The system auto-generates [SLA Compliance Records] for monitored tasks, logging:
    • Assignees
    • Start/End Times
    • BI-compatible metrics (e.g., average duration, compliance rate).
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Note: To view SLA data in Work Order/Service Request layouts, manually add the WHAT component.
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[SLA Compliance Records] Field Reference:

| Field Name | API Name | Type | Notes |
|———————–|————————–|—————|—————————————-|
| Record ID | name | Auto-number | |
| Linked Data | related_object | Lookup | Ties to Work Order/Service Request |
| SLA Rule Name | sla_name | Text | |
| Control Method | sla_way | Picklist | |
| Start Time | start_time | DateTime | |
| End Time | end_time | DateTime | |
| Standard Duration (h) | remind_latency | Number | |
| Actual Duration (h) | duration | Number | |
| Overdue Time (h) | timeout_time | Number | |
| Compliance Status | sla_result | Picklist | |
| Business Process | workflow_instance_id | Text | Auto-filled for process-based rules |

(Additional fields auto-populated for process-based rules)

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