Configuring delayed service-level processing

Provide solutions in scenarios when users need to wait before processing an assignment by delaying service-level agreements (SLAs). As a result, you deliver a flexible application and adjust processing to the unique business requirements of your customers.

For example, consider a scenario in which an employee of a trading company has a deadline of two days to review and approve a return of faulty goods from a customer. The deadline count starts when the employee receives the faulty goods, which happens daily at 3:00 PM, even if the review assignment in a complaint case is ready earlier. In a different scenario, an employee needs to wait for two hours before processing a purchase order, because a customer can cancel finalization of the order for two hours after the purchase.

Before you begin: Assign an SLA to an assignment. For more information, see Setting service-level agreements (SLAs) for stages, processes, and steps.

1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
2. In the Case life cycle section, click a step that has a defined goal and deadline.
3. In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an icon next to the rule name.
4. In the Start of service level section, define when an application begins the goal and deadline count by selecting an option from the Assignment Ready list:
   • To define the starting time by using a specific DateTime property, select Dynamically defined on a property, and then in the Get Date Time From field, enter the property that references the value.

     The DateTime property holds a precise starting time, for example, 3:00 PM on Monday August 27.

   • To start the assignment after a specific period of time, select Timed delay, and then in the Days, Hours, and Minutes fields, specify the delay.
5. Click Save.