SLA Rules

操作入口：Service Connector > System Settings > Enable SLA Plugin

picture coming soon:

1. SLA Rule Configuration

• SLA rule entry: Service Connector > System Settings > Full Features Settings > SLA Rules

picture coming soon:

picture coming soon:

1.1 SLA Rules (By Process Node)

Usage example: The company needs to monitor SLA for the main workflow of Fault Work Orders. For example, from Dispatcher’s assignment to Engineer acceptance the standard processing time is 72 hours; Engineer on-site service standard processing time is 24 hours. Notify the responsible users before or after timeout so they can follow up promptly.

• SLA control rules

Rule Name: Custom name, e.g., SLA control for Fault Work Orders
Rule Description: Custom description
Applicable Work Orders: Set conditions that match the rule, such as by Work Order Type or Priority
Control Method: Select Process
SLA Details: For any Work Order matching the rule conditions, you can configure control settings per process or per node

picture coming soon:

SLA rule details: For any Work Order that meets the rule conditions, you can configure controls for each node within a process or across nodes.

• Basic Information

Rule Detail Name: Custom
Process: Select the process to monitor
Type: Choose single-node monitoring (e.g., On-site Standard Operation Start -> On-site Standard Operation Complete) or cross-node monitoring (e.g., Assignment Start -> Engineer Acceptance Complete)

• Timing Rule: Compliant: End Time - Start Time ≤ Standard Processing Time; Non-compliant: End Time - Start Time > Standard Processing Time

Start Node: The node that starts timing
Start Time: The time when the start node begins
End Node: The node that ends timing
End Time: The time when the end node completes

• Option: Display a countdown timer on the task

picture coming soon:

• Warning Event: If the end condition has not been met and the elapsed time is close to the standard processing time, you can configure a Notification or Function to warn before SLA expires. This will not trigger if the SLA timing has already ended.

Example: If the standard processing time from Dispatcher assignment to Engineer acceptance is 72 hours, configure a warning 48 hours after the rule starts timing (i.e., 48 hours after the start node triggers) to notify the Dispatch Supervisor that the Work Order is about to time out.

picture coming soon:

• Timeout Event: If the standard processing time is reached and the end condition is still unmet, you can configure a Notification or Function for SLA timeout handling. This will not trigger if the SLA timing has already ended.

Example: If the standard processing time from Dispatcher assignment to Engineer acceptance is 72 hours, configure a timeout notification at 78 hours after the rule starts timing to notify the Dispatch Supervisor that the Work Order is 6 hours overdue.

picture coming soon:

Note: If SLA countdown display is enabled, the task node will show remaining time / overtime duration.

picture coming soon:

1.2 SLA Rules (By Object Field Changes)

Usage example: The company needs to monitor SLA for the main workflow of Fault Work Orders, measuring from Work Order creation to Engineer acceptance and ensuring it stays within 48 hours. Notify the responsible users before or after timeout so they can follow up.

• SLA control rules

Rule Name: Custom name, e.g., SLA control for Fault Work Orders
Rule Description: Custom description
Applicable Work Orders: Set conditions that match the rule, such as by Work Order Type or Priority
Control Method: Select Work Order Node

picture coming soon:

SLA rule details: For any Work Order that meets the rule conditions, you can configure controls for different time points on the Work Order.

• Basic Information

Rule Detail Name: Custom

• Timing Rule: Compliant: End Time - Start Time ≤ Standard Processing Time; Non-compliant: End Time - Start Time > Standard Processing Time

Start Condition: The condition that starts timing; choose either when the object is created or when a specific field changes
Start Time: The start time when timing begins
End Condition: The condition that ends timing; only field-change triggers are allowed
End Time: The time when the end condition is met

Example: Duration from Work Order creation to Engineer acceptance (Engineer acceptance success changes Work Order Status to “Service in Progress”; you can map each node’s status value in the process configuration)

picture coming soon:

• Warning Event: If the end condition has not been met and the elapsed time is close to the standard processing time, you can configure a Notification or Function to warn before SLA expires. This will not trigger if the SLA timing has already ended.

Example: If the standard processing time from Dispatcher assignment to Engineer acceptance is 48 hours, configure a warning 32 hours after the rule starts timing (i.e., 32 hours after the start condition triggers) to notify the Dispatch Supervisor that the Work Order is about to time out.

picture coming soon:

• Timeout Event: If the standard processing time is reached and the end condition is still unmet, you can configure a Notification or Function for SLA timeout handling. This will not trigger if the SLA timing has already ended.

Example: If the standard processing time from Dispatcher assignment to Engineer acceptance is 48 hours, configure a timeout notification at 56 hours after the rule starts timing to notify the Dispatch Supervisor that the Work Order is overdue.

picture coming soon:

2. SLA Compliance Records

• The system provides an SLA Compliance object to record every task that triggers SLA monitoring, tracking the task assignee, final executor, start time, and end time.

• The company can use BI to aggregate average durations across different tasks and calculate compliance rates.

• Timing Rule: Compliant: End Time - Start Time ≤ Standard Processing Time; Non-compliant: End Time - Start Time > Standard Processing Time

picture coming soon:

Note: Because the SLA Compliance object applies to both Work Order and Service Request objects, to display related SLA data within Work Order or Service Request detail layouts you must add the related list (what component) to the detail page layout.

picture coming soon:

SLA Compliance object description: