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Status Under review
Created by Guest
Created on May 24, 2022

Set standard service level agreements (SLA) in WKC workflows

Change Request workflow should activate a standard SLA for assignments and escalations based on the request type.

User Story

As a WKC Admin, when I create a workflow, I want to be able to assign an SLA to the template via the UI based on how the template is to be used.

  1. Each template should have an option to set generalized priority (Urgent, Medium, Low) selectable by the requestor of the change.

  2. Each template would have the ability to set the SLA time (days and hours) based on the urgent, medium, low option.
    Each template should have the SLA options be selectable at configuration to set different SLAs based on the type of change requested.

  3. e.g. add an account to a reference data set for a specific category (Finance) would be a 2 day SLA. add a business term to a product category would be a 1-week SLA.

  4. A WKC Admin would need to be able to change SLA for escalation.

Needed By Quarter