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


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