Service Level Agreement (SLA) can be incorporated in the process design as a means for the process owner to define and maintain quality of services.
In Joget, SLA may be implemented at the process level and, typically, at the activity level.
Why set limits?
- By setting limits to workflow activities, you are able to define appropriate service levels for your processes.
- Participants in the workflow can be made aware of adherence to these service levels.
- You can generate reports to determine the efficiency of your processes (e.g., identifying bottlenecks)
How do you set SLA limits?
First of all, you will need to define the duration unit at the process's properties.
Figure 1: Setting the Duration Unit in Process Design
Next, you may start defining the limit in the activities desired.
Figure 2: Defining SLA Limit in Activity Level
At runtime, you will see the indicators in the Inbox as well as in the administrative tab, "Running Processes".
Figure 3: Inbox with SLA Indicators
Note: Implementation of SLA does not affect the process flow.