Author

Sankar 

06.08.2021

Version

DIGIT 2.5

Revision

• Configure SLA at a workflow state level

 In the earlier version the SLA can be configured only at the business service level. Now it has been enhanced in way that either the SLA can be configured at a business service level for a business service or it can be configured at each workflow state in the business service.

If Business service has 3 workflow states A-B-C , now there can be SLA definition for application movement from A to B and one a separate definition for movement from B-C

• Escalate the application to a role if there is a breach in SLA

 Either if the SLA breach is at the business service level or at the workflow state level ,application can be configured to move the application from existing state to a role.

For Example : If the config is on breach of SLA move the application to the Field inspector role , then application will be moved automatically to the role field inspector when the SLA timeline is reached.

• Make the application status as deemed approved or reject on breach of an SLA

 On breach of an SLA either at the business service level or at the workflow state level , it can be configured to make the application deemed approved or rejected.

Deemed reject will come in use cases where citizen fails to take any action

Deemed approval will come in use cases where employee fails to take action within the stipulated SLA

• Escalate the application to the next logical step in the workflow ladder if there is a breach in SLA

 On breach of SLA in a workflow state , it can be configured to move the application to the next logical state in the workflow ladder.

For example : if the flow of application is from A-B-C , now in the step B if there is a breach in SLA , automatically the application will be moved to step C.