Case SLA Rule

Prerequisites

• The Case 2.0 feature has been enabled for the tenant space.
• You have the Case Management 2.0 > Case > Case Configuration permission.
• To ensure that SMS messages and emails can be sent, you have configured an SMS gateway and an email gateway in advance. For details, see corresponding product documentation at support.

Procedure

1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case SLA.
2. Click Create on the right and enter basic information by referring to Table 1.
   Figure 1 Created Case SLA Rule page
   

   Table 1 Parameters in the Basic Info area

   Element/Component	Description	Remarks
   Organization	OU.	After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, use either of the following methods to configure the OU data scope based on site requirements: For accounts without the View All Organization Data permission under System Public Permissions configured: If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessable Organizations configured on the Employee Info or Organization Unit page can be selected. NOTE: If accessible OUs are configured on the Employee Info or Organization Unit page, the accessible OU configuration permission on the Employee Info page is used. If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the OU (excluding sub-OUs) to which the current business account belongs can be viewed. If the View Lower-Level Organization Data permission under System Public Permissions is configured, the sub-OUs of the OU to which the current business account belongs can be viewed. For accounts with the View All Organization Data permission under System Public Permissions configured, all OUs can be selected. The number of OUs that can be selected is specified by the value of the system-level parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page. After the tenant parameter is set to No, all OUs can be selected.
   SLA Rule Name	SLA rule name.	The SLA rule name must be unique for cases of the same type.
   SLA Rule Dimension	SLA rule dimension.	Select CaseType or Advanced work process.
   CaseType	Case type.	Case types on the Case Configuration > Case Type page.
   Description	SLA rule description.	-
   Rules	Matching rules. The SLA is triggered only when the conditions in the rules are met.	A maximum of 10 matching rules are allowed.

3. Click the Timeout Notification tab. You can choose to configure timeout notification or warning notification.
   Figure 2 Timeout Notification
   
   1. Set the deadline and enter a notification name.
   2. Choose to send a timeout notification via email or SMS message.
   3. If the case title, deadline, case details link, or other fields do not have fixed values during email filling, insert variables to automatically fill in the email subject and body, reducing the number of case SLA rule setting times. For details about how to create variables, see Customized Case Field.
   4. Click Save.

4. Click the Warning Notification tab.
   Figure 3 Warning Notification
   

5. Enable Configure Warning Notification.
   1. Set the deadline and enter a notification name.
   2. Choose to send a warning notification via email or SMS message.
   3. If the case title, deadline, or other fields are not the same during case filling, insert variables to automatically fill in the email subject and content, reducing the number of case SLA rule setting times. For details about how to create variables, see Customized Case Field.
   4. Click Save.
      

      • Only one SLA rule can be activated for cases of the same type.
      • The warning notification time must be earlier than the timeout notification time.

6. (Follow-up operation) Enable the rule in the case SLA rule list. After a case for which the case type is set to a case type bound with the rule is created, the corresponding SLA instance data is generated in the SLA instance table.
7. (Follow-up operation) A scheduled task reads SLA instance data. For example, if the creation time of a case is 18:00 on March 18, 2025 and the warning time is set to one day later than the creation time, the scheduled task obtains the waring notification information at 18:00 on March 19 and notifies the owner via SMS message or email.
   

   When the specified time arrives, the icon is displayed next to the case in the case list.