Setting goals and deadlines on the Service-level agreement form

You can set goals and deadlines by directly accessing the Service-level agreement form. Although this approach gives you greater configuration options, it requires manual management of individual rules.

Tip: As a best practice, use case-type settings to set goals and deadlines because they automatically manage and synchronize the details of your service-level agreement.
  1. In the Explorer panel, click Case types, and then click the case type that you want to open.
  2. On the Settings tab, click Goal and deadline.
  3. Clear the Consider goal and deadline check box to ensure that rules managed by your application do not conflict with your service-level agreement rule.
  4. Open a service-level agreement rule that is in the class path of your case type.

    Alternatively, you can create a new service-level agreement rule.

  5. On the General tab of the Service-level agreement form, configure goal and deadline times for your case type.
  6. Optional: On the General tab of the Service-level agreement form, configure a past due time for the deadline of your case type.
  7. Optional: Provide escalation actions and urgency increments for each interval.

    For example, you can notify a manager when a case has reached its goal time and increase the urgency of the case by 10.

  8. Click Save.
  9. Open the pyDefault data transform in the class of your case type, which runs each time that a case is created.
  10. Set the value of the pySLAName property to the name of your service-level agreement rule.
  11. Click Save.

At run time, an agent and the Work-.OverallSLA flow monitor the service-level agreement, and the Case Details section on a case displays how much time remains to meet the goal or deadline.