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Configuring a passed deadline interval

Configuring a passed deadline interval

Enforce service level agreements and maintain the timely resolution of cases by defining goal, deadline, and passed deadline time intervals. Goal and deadline intervals are defined in App Studio or Dev Studio from the case life cycle. The passed deadline interval is defined in Dev Studio from the service level agreement rule.

  1. In the navigation panel of Dev Studio, click Case types.
  2. Click the case type of interest. 
  3. In the case life cycle, click a step that has an SLA configured.
  4. In the step properties panel, click the Goal & deadline tab.
  5. Click the Open SLA link to open the SLA rule.
    Note: The Open SLA link is not displayed if you are configuring the goal and deadline intervals. Click Save on the case life cycle to display the Open SLA link.
  6. In the SLA rule, define the passed deadline interval in the Passed deadline section.
  7. To define the maximum number of passed deadline events, enter the appropriate value in the Limit passed deadline events to field.
  8. To define the time when the passed deadline events occur, enter the appropriate values in the Days, Hours, Minutes, and Seconds fields.
  9. Optional: Select the Only calculate using business days check box to ensure that the passed deadline events do not repeat outside of business days.
  10. Click Save.

What to do next: To facilitate timely resolution of cases and notify case workers, define escalation actions. For more information, see Defining an escalation action for an unresolved case.

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