Published at: 2026-09-17
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.
Administrators configure SLA rules. Assigned technicians monitor deadlines through countdowns, reminders, and timeout notifications. Managers review execution results and elapsed time in the SLA Compliance 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 time | Based on process nodes | From dispatcher assignment to technician acceptance, complete the handoff 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 escalation | Early warning events, timeout events | Notify the assignee before the target time and notify the supervisor after a breach |
| Analyze SLA performance | SLA compliance, BI | Review elapsed time, target duration, and compliance status |
Core concepts
Two control methods
| Control method | 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 displays the remaining time and shows a timeout after the target duration is exceeded.
Alerts and timeouts
- Early Warning Event: Triggers before the target duration when the end condition has not occurred. It does not trigger after the SLA timer expires.
- 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 provides the SLA Compliance object. It records the triggering task, Task Handler, Actual Handler, start and end times, target duration, Task Duration, timeout duration, and Target Achievement Status (compliance status). This object is available for Work Orders and Service Requests.
To show these records on a detail page, add the Universal Related Component to the Details Page Layout and configure it as a Related List for SLA Compliance. If the rule uses automation, configure an Execution Custom Function in the rule’s event settings.
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 |
| Dispatcher | Complete assignment and handoff tasks according to the 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 | Process service requests according to object field rules | Timing and reminders triggered by field changes |
| Manager | View compliance records and analyze SLA performance in BI | Results such as average elapsed time and compliance rate |
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.
- Working-time calendars, retry behavior, batch recalculation, and timer suspension depend on the current rule configuration. Verify these settings on the configuration page.
- Fields, buttons and visible records are affected by administrator permissions, object layout and enterprise configuration.