Power of Automation :: SLA for Tasks

Power of Automation :: SLA for Tasks

Hello Everyone,

In this 'Power of Automation' series, we are focusing on the feature "Time-Based Workflow Rules for Tasks."

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 based on date & time.

We have the SLA feature supported at Issues level. You can create escalation procedures in terms of which issues are subject to escalation, the escalation criteria to be applied, and the action to execute upon a specific escalation level.

We received a specific requirement from our customer to create SLA at task level and we accomplished it using the combination of the following features

'Time Based Workflow Rules' & Email Alerts under Task Automation

Steps to be followed

1. Create a picklist type custom field 'Escalation Level' in the Task 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 task.
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 :

1 day before due date -> Level 1 escalation :: Escalation Level field will be updated to 1 and Email Alert will be triggered to Task owners

2 hours before due date -> Level 2 escalation :: Escalation Level field will be updated to 2 and Email Alert will be triggered to Task owner & Reporting Manager of Task Owners

On due date -> Level 3 escalation :: Escalation Level field will be updated to 3 and Email Alert will be triggered to Task Owners, Reporting Manager of Task Owners & Project Owner

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


​
Hope this post is interesting!! Watch this space for more such features.



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