Workflow Metrics: The Service Level Agreement (SLA)

A brand new feature in Liferay DXP 7.2, Workflow Metrics gives insights into the time certain workflow events take to complete. To use it, set up deadlines on a workflow process’s events. These deadline configurations are referred to as SLAs (Service Level Agreements). Once defined, Workflow Reports measure compliance with the SLAs.

SLAs define the deadlines on a workflow process’s events. They’re like a contract between the workflow participants and Users submitting workflow items.

Workflow Reports shows data for all processes with SLAs, including each workflow item’s SLA status: on time or overdue.

Adding SLAs

To add an SLA,

  1. Go to Control Panel → Workflow → Metrics.

  2. Click on the title of the Process.

    The Reports UI for the process is displayed.

  3. If there’s no SLA for the process, a warning message stating as much appears. Click the Add a new SLA link from the warning to access the New SLA form directly.

    Alternatively, click the Options (Options) menu and select SLA Settings.

    Figure 1: Add SLAs to a workflow definition from the Metrics application.

    Figure 1: Add SLAs to a workflow definition from the Metrics application.

  4. On the SLAs screen, click the Add button (Add).

  5. In the New SLA form, Give the SLA a Name and Description.

  6. Define the time frame for the SLA, specifying three things:

    • Start: When the item makes it to the event defined here, the SLA timer begins counting.
    • Pause: If there’s an event in the workflow when time should stop counting, enter it here. For the Single Approver workflow, you might choose to pause the SLA timer when the item is in the Update task.
    • Stop: Choose when the SLA is completed. If the item makes it to the Stop event before the defined SLA duration (the deadline), it’s On Time according to the SLA. If it fails to make it to the Stop event in the specified duration, it’s Overdue.
  7. Define the duration (i.e., the deadline) for the SLA. Fill out at least one of the two time boxes.

    Days: Enter a whole number of days.

    Hours: Enter hours and minutes in the format HH:MM

  8. Once you click Save, you’ll see the SLA listed on the SLAs screen.

Figure 2: Manage SLAs from the SLAs screen.

Figure 2: Manage SLAs from the SLAs screen.

Valid Start and Stop Events

Any workflow task can be used as a start or end parameter for the SLA.

When defining the tasks to act as the SLA’s Start Events, choose between three events:

  • The start node
  • Entry into a task
  • Exit from a task

When defining the tasks to act as the SLA’s Stop Events, choose between three events:

  • Entry into a task
  • Exit from a task
  • The end node

The SLA can be paused at any task that falls between the start node and the end node, and it’s defined by setting the node(s) when the SLA should be paused. The SLA timer is paused the entire time a workflow item is in the specified node.

Durations

Define the SLA durations in at least one of the available boxes (Days and Hours). Here are some examples:

Example Duration: 1 day, 24 hours
Valid configuration — Days: 1
Invalid — Hours: 24:00. The Hours box must not exceed 23:59.
Example Duration: 36 hours
Valid — Days: 1, Hours: 12:00
Invalid — Days: 1.5. Only whole numbers are accepted.
Example Duration: 6.5 hours
Valid — Hours: 06:30

Once your SLAs are configured, activate the workflow on an asset, stretch your fingers, and get ready for the submissions to roll in if you’re one of the workflow assignees. You’re on the hook to get those workflow items through the process within the SLA duration!

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