How to Configure Task SLA

Objectives

• Enable  the "SLA Management" feature for Tasks
• Configure SLA for Tasks

Steps

In LEXZUR, you can define a target time duration for different Tasks workflow statuses.

Enable Task SLA Management:

• To enable this feature, you have to go to System Settings and select Setup & Configuration from System Preferences.

• In the System Values tab, set the default value of "Allow feature Tasks SLA Management" to Yes and click on Save.

Configure Task SLA:

To manage the Tasks SLAs, go back to the settings page and from the Tasks section → select SLA Management. 

Here, you can add, edit or delete SLAs.

To add a new SLA, you must specify some mandatory fields: 

• SLA name: specify the SLA name 
• Show in Client Portal: specify if you wish to share this SLA with CP users.
• Workflow: select the task workflow you want to apply to this SLA.
• Type: you can enable this SLA to all task types or customized ones.
• Target time: specify the target time in weeks, days, or hours.
• Starting Status to start counting the time
• Stopping Status when you want to stop counting.

You can also define the workflow status for pausing time tracking. If you want to apply the SLA to tasks of a specific priority, you can set the task's priority under the conditions.

Additionally, you can enable SLA escalation, which allows you to send separate notifications to different individuals after the task is initiated.

In the Email Notification for breached SLAs section, you can specify the user that will get notified once the SLA is breached. 

 To view the SLA elapsed time for a specific Task, go to the task page, and click "Show SLA elapsed time" from the 3 dots button on the top right:  

This will show you all the cycles done at the level of this particular task, with all the details, what was the target, the elapsed time, and if Met the target or was Breached.

For more information about LEXZUR, kindly reach out to us at help@lexzur.com.

Thank you!