Service Level Agreement activity

An activity that lets you track the time to complete a number of activities in a process instance. Within a process, you can have more than one timer with the same Service Level Agreement activity.



Configure the Service Level Agreement activity

To configure the Service Level Agreement activity, do the procedure in this topic.

Good to Know

How to Start

  1. On the Application Explorer screen, do one of these:
  2. Do one of these:
    • Add an activity:
      1. In the Process Builder, in the Activity Library, open the Extender tab.
      2. On the Extender tab, drag the Service Level Agreement activity onto your process.
    • Change an activity:
      1. In your process, double-click your activity.

Procedure

  1. Complete the fields on the General Configuration screen.

    For more information, refer to Configure General Options for a System Activity.

  2. Click SLA Configuration .
  3. Complete the fields on the SLA Configuration screen.

    For more information, refer to Configure a Timer for One or More Activities.

  4. (Optional) Click Advanced > E-mail Notifications .

    For more information, refer to Configure E-mail Notifications for Any Activity.

General Configuration

Specifies the common information for a system activity.

Screen



Fields

Field Name Definition

Display Name

Function:
Specifies the activity name that shows in your process.
Accepted Values:
One line of text that can have spaces.
Default Value:
None
Accepts Process Data Variables:
No
Example:
Refer to:

Description

Function:
Specifies an optional text description for your activity.
Accepted Values:
More than one line of text.
Default Value:
None
Accepts Process Data Variables:
No

SLA Configuration

Configures the SLA timer, including the set of activities with which you want to use a timer.

Screen



Fields

Field Name Definition

Add New SLA Timer

Function:
Creates a timer with a name you specify.

Edit

Function:
Changes the selected item.

Delete

Function:
Deletes the selected item.

Start Activity

Function:
Specifies the activity upon which you want to start the timer.
Accepted Values:
An activity in your process.
Default Value:
None

End Activity

Function:
Specifies the activity upon which to end the timer.
Accepted Values:
An activity in your process.
Default Value:
None

On Event

Function:
Specifies the event of the activity you want to start or end the timer.
Accepted Values:
  • Assign Work Item - The timer starts or ends when the task is Assigned to a participant.
  • Complete Work Item - The timer starts or ends when the task is Completed.
  • Cancel Work Item - The timer starts or ends when the work item is Cancelled.
  • Enter Activity Instance - The timer starts or ends when the process starts a specified activity.
  • Leave Activity Instance - The timer starts or ends when the process ends a specified activity.
  • Reassign Work Item - The timer starts or ends when the task is reassigned.
  • Work Item Assigned - The timer starts or ends when the participant gets a task.
  • Work Item Overdue - The timer starts or ends when the task is Overdue.
  • Resolving Pool Members - The timer starts or ends when the participants in the pool are resolved.
Default Value:
None
Example:
For a human task activity, you can choose the AssignWorkItem event.

Fixed Date

Function:
Specifies a date to expire the timer.
Accepted Values:
  • Selected - Specifies to use a date to expire the timer.
  • Deselected - Specifies not to use a date to expire the timer.
Default Value:
Selected

Calculate Date

Function:
Specifies whether to calculate a date to expire the timer based on the information you enter.
Accepted Values:
  • Deselected - Specifies not to calculate a date to expire the timer.
  • Selected - Specifies to calculate a date to expire the timer. This calculation includes the following elements:
    • An integer.

      This represents the length of the time unit.

    • A time unit.

      These types of time unit are used to calculate the time:

      • Minute
      • Hour
      • Day
      • Week
Default Value:
Deselected
Example:
If the length is set to 3, and the time unit is set to Day, this indicates 3 days. For example, this sets a duration of 3 days after which the timer expires.

Custom Time

Function:
Specifies a variable that identifies a time span for the timer expiration.
Accepted Values:
A process data variable where the value is in the format xD-yW.
  • xD - Specifies x number of days.
  • yW - Specifies y number of weeks.
Default Value:
None
Accepts Process Data Variables:
Yes
Example:
2D-1W

This value specifies 2 days plus 1 week.

Business Time

Function:
Specifies to use your work calendar for date calculations.
Accepted Values:
  • Deselected - Uses your work calendar for calculations.
  • Selected - Does not use your work calendar for calculations.
Default Value:
Deselected
Example:
The Business Time field is set as selected, and business hours of work calendar are configured as 9 AM to 5 PM. If the task with completion time 8 hours is entered at 1 PM on Monday, then the task must be completed by 12 PM on Tuesday.

Notification

Function:
Specifies the name of an e-mail template used to send the e-mail notification when the timer expires.
Accepted Values:
An e-mail template name from the list.
Default Value:
None

Subprocess

Function:
Specifies the name of the process template that is started as a subprocess when the timer expires. The list is populated from the subprocesses in your process model.

You can use process data variables to pass date from the parent process to the subprocess.

Accepted Values:
The name of your process template.

If you configure a subprocess, you can set up process data variables to pass data from the parent process to the subprocess, similar to the Subprocess activity.

Click the Ellipses button to open the Specify Initial Attributes screen.

Default Value:
None
Accepts Process Data Variables:
Yes

Save

Opens this Screen:
Saves your changes.

Specify Initial Attributes

Specifies a set of process variables to pass to a subprocess. You can share the parent process's variables with the subprocess if the subprocess uses the same data.

The subprocess can have its own data only within the subprocess, or it can share its data with the parent process. For example, a subprocess can access the data of the parent process, such as the reviewer name and review completion date.

Screen



Fields

Field Name Definition

Name

Function:
The name of a variable you want to connect with the subprocess.
Accepted Values:
One line of text with no spaces.
Default Value:
None

Value

Function:
The value in the child process to associate with the variable in the parent process.
Accepted Values:
An XML variable in the subprocess.
Default Value:
System.String - Indicates that AgilePoint system accepts the values as String data type only. In itself, this is not a valid value.
Accepts Process Data Variables:
Yes

Add

Function:
Adds a row.

Delete

Function:
Deletes the row.