Related information
Set case-wide goals and deadlines
Open a case type in Case Designer.
Click Goals & deadlines.
Select the Consider goals and deadlines check box.
Select one method for calculating your goal and deadline times:
This case — Starts the calculation when an instance of your case type is created.
Parent case — Starts the calculation when the parent of your case type is created.
Top level case — Starts the calculation when the top-level parent of your case type is created.
Define the suggested resolution time for a case by completing the fields below the Goal
Days — Enter a positive integer.
hh:mm:ss — Enter a formatted string of positive integers that represents hours, minutes, and seconds.
For example, enter 04:15:00 to indicate the goal is 4 hours and 15 minutes.
Define the required resolution time for a case by completing the fields below the Deadline
Days — Enter a positive integer.
hh:mm:ss — Enter a formatted string of positive integers that represents hours, minutes, and seconds.
For example, enter 10:00:30 to indicate the deadline is 10 hours and 30 seconds.
Click
At run time, the Work-.OverallSLA flow, your pyCaseTypeDefault service-level agreement rule, and an agent are used to detect unmet goals and deadlines. Refer to the Case Details section of a case to see how much time that you have left to meet the goal or deadline.
Tip: Click Open SLA to open the Service-level agreement form. You can define more settings for your goals and deadlines, such as escalation activities and urgency.