Welcome > System > System settings > Process > SLA and work assignment > Configure SLA and work assignment

Configure SLA and work assignment

Service Level Agreement (SLA ) is the visual representation of a threshold status or job and activity state on a job list or work queue.

  1. Navigate to System > System settings > Process > SLA and work assignment.

    The SLA and work assignment dialog box is displayed.

  2. Configure the following settings for Service level agreement:
    1. Active SLA statuses: Enables you to define a number for active SLA statuses, up to a maximum of five.

      • 1: Only Green is active.

      • 2: Green and Amber are active.

      • 3: Green, Amber and Red are active. (Default)

      • 4: Green, Amber, Red and Black are active.

      • 5: Green, Amber, Red, Black and Purple are active.

    2. SLA status names: The status names (Green-Amber-Red-Black-Purple). The default status names available are Green, Amber and Red.

      You can change the name of an active status. For example, to change the name of Green to Blue, do the following:

      1. Select the status name, Green and click .

      2. Change the name to Blue.

      3. Click OK.

  3. Configure the following settings for Activity assignment:
    1. Automatic assignment: If selected, automatically assigns resources using the allocation algorithm. (Default: Clear)
    2. Allocation algorithm: Allows you to find the right resource for a task and automatically assign the task to that resource:

      • First found (default): Offers the activity to the first available resource. The system checks resources in the waiting state first.

      • Cost: Offers the activity to the least expensive available resource.

      • Skill: Offers the activity to the available resource with the highest skill level.

      • Speed: Offers the activity to the available resource with the highest productivity rating.

      Note Use the allocation algorithm property on the History, reporting and execution tab of a process map to set the allocation algorithm for that process map. The process map setting overrides the server setting.

  4. Configure the following setting for Work queue:

    Max rows to return: The maximum number of activity rows to retrieve at a time. For example, if 1000 activities exist, you can retrieve only 500 rows in a work queue.

    Note The number of activity rows cannot exceed 5000. (Default: 50)
  5. Click Save.

    Restart the TotalAgility services for the settings to take effect.