A case SLA (Service Level Agreement) defines the maximum time allowed to complete a task or process within a case, ensuring timely resolution and adherence to business commitments. To automate accurate SLA tracking, we use master data for holidays, weekends, and working hours. This guide details how to configure these master data and integrate them into a Reels workflow to dynamically calculate SLA expiry times based on case start time and specified SLA intervals.
We have set up three essential master data configurations to streamline case SLA calculations:
- Weekends Configuration: Defines non-working days specific to weekends.
- Working Hours Configuration: Establishes the working hours for each day.
- Holiday Calendar Configuration: Lists holidays for a calendar year based on geography.
Using these master data configurations, we have built a workflow in Rules Engine (Reels) that dynamically calculates SLA expiry time. The workflow determines the SLA based on the case start time and the defined SLA interval (in hours).
Steps to Import SLA Expiry Workflow in Reels:
Step 1: Import Master Data
To ensure accurate SLA calculations, import and configure the using following steps:
- SLA_Holiday_Calendar
- Import the file named
SLA_Holiday_Calendarfrom attachments below and name it SLA_Holiday_Calendar.
- Configure holidays based on the specific geography for your workflow.
- SLA_Weekend_Calendar
- Import the file named
SLA_Weekend_Calendarfrom attachments below.
- Specify the weekends for the region where the workflow will operate.
- SLA_Working_Hours
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Import the file named
SLA_Working_Hoursfrom attachments below.
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Define the working hours for each day, ensuring alignment with local schedules.
Step 2: Import SLA Workflow
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Import the SLA expiry workflow with file name SLA_Workflow into Reels.
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While importing, map the workflow to the appropriate master data:
SLA_Holiday_Calendar,SLA_Weekend_Calendar, andSLA_Working_Hours.
Step 3: Validate and Integrate
- Use the provided test cases with file name SLA_Test_Scenarios to validate the imported workflow and ensure it calculates SLA expiry times correctly.
- Integrate the tested workflow into your business process.
