Triggering an event based off SLA

Liberty Create
1

Hi

I am trying to trigger a rule based off the case SLA - 2 days to send a reminder email that the case is about to breach SLA.

Not sure how best to do this, possibly creating a composite to use within a timer which then triggers event and subsequently the rule.

Just wondering if anyone has done anything similar and would know the best practice for this?

Thanks

2

Hi Patrick,

Yes, I have done this many times. There are several ways you can do this and a composite is certainly an option. It’s difficult to give you the best option for you, without seeing your build, but if you get stuck, please reach out to me and ‘ll happily jump on a call with you to discuss.

Best Regards,

Mark Pearson - AppShare Manager

3

Yes, Timers would be the normal way to achieve this. Within a Timer you can add one or more “targets”, and for each you can choose an event to fire when it reaches a certain threshold (say 2 days). That event would then be used to fire your rule(s).

4

And just to add re composites, in most cases you probably wouldn’t need one. If it’s always a fixed 2 day SLA for all records in the object then you just define that in the Timer config. Alternatively if the SLA varies for different records (maybe based on a “type” field for example) then you can specify a field which stores the relevant SLA for each record.

You’d probabyl only need a composite if it was something more complicated than that.

5

You could certainly use timer, but it might be easier to use a composite for 2 days a subset to see if now() = the composite and a signal that goes off each morning to check if any meet the subset. This means you wouldn’t be creating lots of individual timers can have the emails batch run at the same time helping with memory in case that ever becomes an issue.

6

Thanks everyone for the responses.

I managed to get this to work by creating a composite ‘case due date minus 2 days’. Then created a rule triggered by event added to subset which contains composite and then sends the email notification.

Have moved this to our live environment and working as expected.

Thanks again.