SLA Management in Appian with examples

RE: SLA Management in Appian with examples

phanibabuk — Wed, 26 Dec 2018 14:18:30 GMT

Hi All,
Good day.

My requirement is as follows.

How can we track the amount of time it took between the different tasks within a process model.

Do we have to store the SLA information in a Database?

How can we come up with metrics for reporting around SLA management?

If using escalations, how can I set the SLA and track the amount of time it took to complete a piece of work.

RE: SLA Management in Appian with examples

amitm9 — Wed, 26 Dec 2018 13:38:14 GMT

Hi Phani,

Escalation is normally used for user input task, to take an action, if task is not completed within given time period. you can send alert to assignee or reassign task or change priority etc. based on business definition.
Example: Suppose a user has to complete the task within 3 days,but not completed the task after first 2 days then you can send alert as reminder email to complete the task as you have left only one day.
Also, You can setup multi-leveled escalation, Example- after 3 days reassign to another user or send alert that current user missed the SLA etc..
to set Escalation please refer screen below.

Apart from the User Input Task, escalation is also used in few smart services, like- Call web Service etc. Thanks

RE: SLA Management in Appian with examples

Vinod Naduvinamani — Wed, 26 Dec 2018 07:36:55 GMT

Hi Phani,

Can you tell us your usecase scenario

To understand what kind of SLA mangement is better for you

Thanks and Regards,
Vinod

RE: SLA Management in Appian with examples

phanibabuk — Wed, 26 Dec 2018 06:24:20 GMT

Any inputs please.

RE: SLA Management in Appian with examples

phanibabuk — Tue, 25 Dec 2018 22:43:48 GMT

Hi all,
Any inputs with examples please.