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.

    • Sticky Posts

    • Introducing Version-3 APIs - Explore New APIs & Enhancements

      Happy to announce the release of Version 3 (V3) APIs with an easy to use interface, new APIs, and more examples to help you understand and access the APIs better. V3 APIs can be accessed through our new link, where you can explore our complete documentation,

    • Schedule Exports for Regular Project Updates

      Tracking project data often means exporting data at regular intervals. Instead of manually exporting data every time, users can schedule exports for Phases, Tasks, and Tasks in Zoho Projects. These exports can be set to run once, daily, weekly, or monthly

    • Set Custom Business Calendars and Holidays for Global Teams

      Managing a project across diverse teams means accounting for more than just tasks and deadlines; it means acknowledging how and when each team actually works. Users might follow different working days or observe region-specific holidays that cannot be

    • Restore Trashed Records Anytime Within 30 Days

      Access the recycle bin from the Data Administration tab under the settings page in Zoho Projects, which gives better control over the trashed data. When records like projects, phases, task lists, tasks, issues, or project templates are trashed, they are

    • Organize and Clone Task Custom Views

      We have rolled out two new enhancements to task custom views: Custom View Groups and Custom View Clone. Custom View Groups Similar to predefined view groups, we have introduced groups for custom views to help organize and categorize them. My Custom Views:

    Nederlandse Hulpbronnen