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.
-
In the navigation panel of Dev Studio, click Case types, and then click the case type that
you want to open.
-
On the
Settings
tab, click
Goal and
deadline.
-
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.
-
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.
-
On the
General
tab of the Service-level agreement form,
configure goal and deadline times for your case type.
- Optional:
On the
General
tab of the Service-level agreement form,
configure a past due time for the deadline of your case type.
- 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.
-
Click
Save.
-
Open the
pyDefault
data transform in the class of your case type,
which runs each time that a case is created.
-
Set the value of the
pySLAName
property to the name of your
service-level agreement rule.
-
Click
Save.