Power of Automation :: SLA for Projects

Power of Automation :: SLA for Projects

Hello Everyone,

In this post, we would like to highlight the feature "Time-Based Workflow Rules for Projects"

Workflow rules help project managers organize tasks in a project by setting criteria and actions that meet the project requirements. Zoho Projects now allows users to schedule and streamline rules for projects based on date & time.

The SLA functionality is supported at the issue level. You can establish escalation protocols that specify which issues are escalated, the criteria for escalation that will be used, and the action that will be taken at a particular level of escalation.

Our client specifically requested that we construct SLA at the Projects level, and we were able to do so by combining the following functionalities. 'Time Based Workflow Rules for Projects' & 'Email Alerts & Templates for Projects' under Automation

Steps to be followed

1. Create a picklist type custom field 'Escalation Level' in the Project Layout
2. Create the required number of Email Alerts i.e. if you would like to have 3 levels of escalation, configure 3 email alerts
3. Configure the Workflow Rule and choose the trigger as 'Based on Date & Time'.
4. Select the criteria as to when the SLA must be executed for the Project.
5. Under Actions, choose the update fields option and select 'Escalation Level'. Also, Email Alert also be associated.

Likewise, you can configure multiple workflow rules and set the required number of escalation levels.

We have set 3 levels of escalation as per below and this is how it works :

5 days before due date -> Level 1 escalation :: Escalation Level field will be updated to 1 and Email Alert will be triggered to Project Owner
2 days before due date -> Level 2 escalation :: Escalation Level field will be updated to 2 and Email Alert will be triggered to Project owner & Admin Profile users
On due date -> Level 3 escalation :: Escalation Level field will be updated to 3 and Email Alert will be triggered to Project Owner, Admin profile users & Portal Owner

Below is a quick video demonstration of the above use case
​

​
We hope you found this post useful. If you have any questions, feel free to share them in the comments below.​
    • Sticky Posts

    • DYK 14: Create Tasks with AI

      Did you know AI can suggest tasks within your Zoho Projects portal? Breaking a project into clear, actionable work items takes time and manual effort. Especially when the same team handles both planning and execution. AI task suggestions in Zoho Projects
    • Introducing CodeX Scripts for Custom Modules

      When a project involves processes beyond the usual modules such as tasks and issues, teams often create Custom Modules to keep information organized in a way that fits their workflow. Once those records become part of the process, there may also be specific
    • Create Custom Module Using AI in Zoho Projects

      Every team has its own way of managing work. While standard modules support common project management needs, many business processes require their own structure, fields, and terminology. With AI-powered Custom Modules in Zoho Projects, users can create
    • Collaborate Visually with Whiteboard in Zoho Projects

      Whiteboard in Zoho Projects allows you to collaborate visually by creating diagrams, annotating designs, and sketching project workflows using shapes, text, and images within project modules. Team members can work simultaneously, improving productivity
    • Create Flexible Layouts with Layout Rules

      In a project, when a work moves from planning to execution, the information teams need can change at every stage. A project can need one set of details, a phase can need another, and a custom process may require an entirely different set of information.
    • Recent Topics

    • E-mail com problema

      Não estou recebendo e-mail desde Janeiro. Algo desconfigurou e eu não consigo resolver. Podem ajudar? Aguardo. Wagner Della Aversana Whats 55 11 985119899
    • Account Blocked due to Suspicious Activity.

      Hello, Trying to get access to my account, I have found this message above in the subject of this message. I am unable to log back to my account (see err. mess. below.) and thus cannot get rif of this following the Zoho procedure : I followed the step
    • SAML authentication in Zoho Mail: Simplify and secure your organization's login management

      Managing login credentials across multiple web applications can be challenging for organizations with a large number of users. Without a centralized authentication system, users are required to maintain separate passwords for each application, increasing
    • How to prepare a balance sheet for a company that has no operations yet?

      .
    • Can't create new account in zoho email

      Hello, i'm trying to create some free accounts to my customers... and since yesterday i can't create a new account, what is wrong? why i can't create free account? Thank You
    • Name autocomplete

      Hi, During searching emails the web tool does not always propose the auto-completion of the saved emails. As a result I either have to go to contacts and look up the exact email, or the exact full name including the middle name and any dots, which is
    • Introducing Incentives for Zoho CRM: Build, automate, and track sales commissions

      Dear Customers, We are here with an amazing news! We built a direct solution to help manage your commission provisioning activity in your business. From creating commission plans to issuing payouts, this application leverages your sales reps’ performance
    • Bank Feeds - Again

      Bank feeds broken again for me. I don't see other recent posts on this, so maybe it's just us? Tried: refresh update cred/ deact./react. feeds chat support Nothing. On day 2 without zoho as a result, which is crippling for us. We've used zoho for a year
    • Create a single record from multiple images with ICR

      Hello all, Zia's Intelligent Character Recognition can now create a single record from multiple images based on the configured ICR rule. Users can upload up to three images at once, such as an ID, a passport, and a business card, and Zia will extract
    • SPF failure in android app

      I have no domain. I am not admin of anything. All I want to do is send an email from a zohomail.eu address, using the Zoho android app, with all settings as default. I do not use Office 365, or EOP, or Outlook, and I have no domain or domain registrar.
    • Zoho Books | Product updates | August 2026

      Hello users, July has been an exciting month for Zoho Books! This month, we're excited to introduce HTML PDF Templates, Placeholders as Pills, expanded approval workflows for Sales Returns and Journals, and significant compliance updates across the India,
    • Page Not Found error - 404 error

      Hello, I am a first time user of zoho sites.I just published my website dentistinminneapolis.com but its giving me a 404 error.Please look into it ASAP and help with the problem.
    • What's New in Zoho POS - September 2026

      Hello everyone, Welcome to Zoho POS’s monthly update, where we share our latest feature updates, enhancements, events, and more. Let’s take a look at how September went. Global Edition of Zoho POS for Retail is here On September 28, 2026, we launched
    • Push error with Zoho Books and Zoho CRM

      I have successfully linked Books and CRM but I have some push errors with the following message: "The customer associated to this record is not linked to module chosen in the current contact sync configuration." I am unable to work this out, could you help please.
    • crm to books

      We currently sync CRM Contacts to Zoho Books Customers using two-way sync. We now wish to change to "Accounts & their Contacts". What happens to existing Books customers? Will they be merged with CRM Accounts, duplicated, left unchanged, or recreated?
    • Announcing new features in Trident for Windows (v.1.43.5.0)

      Hello Community! This release includes a collection of enhancements and feature updates aimed at making your email and collaboration experience smoother. Let’s dive into what’s new! Zoho Desk email notifications as Smart Mail. Zoho Desk Smart Mail is
    • How to Manage Two GST Numbers / Two Companies in a Single Zoho Inventory Organization?

      Hi Team, We currently have two separate legal entities: A Proprietorship Firm with its own GSTIN A Private Limited Company with a different GSTIN However, operationally, both companies deal with the same products, and we would like to manage the physical
    • How To Implement an Auto-Check-out Feature for Attendance?

      If an employee forgets to check out, the system should automatically check out the employee at 6:30 PM
    • Convert an Existing Single Item into an Item with Variants

      Hello Zoho Team, Introducing variants is a great addition to Zoho Inventory. However, we would like to request an option to convert an existing single item into an item with variants. For example, Item A initially comes in only one colour, so we create
    • IP Address List > Sigma

      We have developed a ZohoCRM extension that utilizes API calls to our server from Deluge scripts and Widgets. Our API server has IP restrictions in place. To ensure successful communication, we require a list of IP addresses utilized by Zoho's platform
    • How to turn off notifications for shared mailbox?

      It seems like a pretty common use case for shared mailboxes is getting notifications that are relevant to multiple people. That type of email tends to be high-volume and not time sensitive, the type of thing you check once a day to see if anything is
    • Default Country list suggestions on CRM is different then on Book; how do/did others address this?

      So I already have a support ticket in for this and waiting for a response but figured I'd ask the community also to see if others experienced the same problems and/or how they went about addressing it because sometimes I feel like I'm going crazy with
    • Object-level edit permissions

      Hi, we are currently running into a limitation with permissions inside larger workspaces. Our use case is a central Analytics workspace that contains many tables, Query Tables, reports and dashboards used by different teams. We would like to allow certain
    • Convert Sales order to Delivery Challan

      Dear Developer Team, In Zoho books we cannot convert sales order into delivery challan before making invoices. As a service business we have to get the delivery note signed then only we can make the invoice. In Some cases we don't receive a purchase order
    • What's New in Zoho Inventory | September 2026

      Hello users, September brings a range of new features and enhancements across Zoho Inventory. From improved inventory operations and reporting capabilities to greater customization, automation, and enhancements to Delivery Challans, there’s plenty to
    • Mirror Component in Zoho CRM: Access real-time related data without leaving your record

      Hi everyone, This feature is now available for the JP, CA, SA, UAE, and AU DCs. We're excited to bring to you Zoho CRM's mirror component, which presents relevant data on a record's details page and keeps everything users need in one place without having
    • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

      Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24
    • Create custom rollup summary fields in Zoho CRM

      Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were
    • How to mix different types of inputs (such as dropdown list and textbox)

      Hi, I'm creating a form called "Room Reservations" for a company. I created a "table" using "Matrix Choice". I created "Room 1", "Room 2" and "Room 3" with the "Questions". I would then like to create two columns with the "Answers", one called "Department"
    • Feature Request: Render Markdown (.md) files in Zoho Cliq

      Hi, We regularly share Markdown (.md) files in Zoho Cliq. However, when we open these files in Cliq, the content does not render as Markdown—it displays as plain text. This forces us to copy/paste the content into an external Markdown viewer to read it
    • Dealing With One-Time Customers on Zoho Books

      Hello there! I am trying to figure out a way to handle One-Time customers without having to create multiple accounts for every single one on Zoho Books. I understand that I can create a placeholder account called "Walk-In Customer", for example, but I
    • Cash Basis VAT RETURN REPORT Required in Saudi Arabia

      Zoho Books in Saudi Arabia not showing TAX RETURNS report on CASH Basis.. It only showing accrual basis. Oforur requirement is both reports (Cash Basis and Accrual Basis ) , same like indian Edition of Zoho Books showing. CASH BASIS RETURN is our Basic
    • Tips & Tricks Series - #4 Customize your manual PDF before export

      Hello everyone! We’re back again with our Tips & Tricks series. Today, we’ll look at how you can customize your manual PDF before exporting it. With Zoho Learn, you can personalize the exported PDF with options such as headers, footers, colors, and custom
    • Digital Marketing Agency: Transforming Your Brand's Online Presence

      Imagine trying to build a house on your own without the necessary tools or expertise—it’s overwhelming, right? Digital marketing is the same.
    • Introducing Zoho Key Service, a simpler way to access LLMs without API keys

      Available in the Professional, Enterprise, and Ultimate editions in the US, IN, AU, JP, and CA DCs. Hello everyone, We are excited to bring Zoho Key Service (ZKS) in Zoho CRM, a simpler way for organizations to access and use third party LLMs. You can
    • Reach us through our official support channels

      Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready
    • I cannot add user to my account

      I have an account, I deleted a user from the account and I have one unused licence which lasts for 23 days, I tried adding a new user and it said This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details, please
    • Domain Activation Issue

      I purchased a domain through Zoho, and as I understand it, you were supposed to send me a domain activation link. However, I never received it. As a result, I was unable to activate the domain, and it is now suspended. Because of this, I am not receiving
    • Grouping by Stage *type* in widgets

      Hi Can I ask for a new feature? I'd like to be able to group by stage type in a Deal widget. That is by whether the Deal is in an Open Stage, a Closed Won Stage, or a Lost stage. Currently I can group by Stage, but if we have 10 open stages and one Closed
    • Please release domain bravovietnam.com from an old account

      Hello Zoho Support, I am trying to set up Zoho Mail with my domain bravovietnam.com on my account office@bravovietnam.com. Every time I add the domain, I get: "This domain is already associated with this account" — pointing to a DIFFERENT, older account
    • Next Page