Master Data Management

Set Up SLA Notifications

A Service Level Agreement (SLA) establishes a time constraint for completing tasks within a request role when a request is processed in MDM. Users assigned to roles are notified through workflow messages when a time constraint is not met. A Designer performs the following tasks to set up SLA notifications for MDM:

  • MDM is delivered with a default calendar named dspConduct. Before SLAs can be configured in MDM, this calendar must be configured for working days, working hours, and holidays specific to a client site, and MDM users must be added to the calendar in Common. Refer to Use a Calendar for more information.
  • Once the calendar is set up in Common, SLA settings can be configured in MDM at the following levels:
    • Role – Refer to Add a Role in MDM for more information.
    • Scenario > Role – The SLA settings are inherited from the settings at the role level, but can be configured for the scenario > role combination. Refer to Add a Role to a Scenario for more information.
    • Business Process > Scenario > Role – The SLA settings are inherited from the settings at the scenario > role level, but can be configured for the business process scenario > role combination. Refer to Configure SLA settings at the Business Process Scenario Role Level for more information.

NOTE: The work minutes, work hours, and work days set at the role level, scenario > role level or business process > scenario > role level are used to calculate the amount of time that a given role takes to process. When a request is submitted and its first role becomes available for processing, that role’s due date is calculated. When the role is finished, the due dates for the next roles that were dependent upon that role being finished are calculated. On a daily basis, a Service page executes and determines which roles’ due dates are less than the current time. All users for those late roles receive the Late Notification email.

  • Set the value for the SLA Late Cycles, if needed.

    The SLA Late Cycles value is a number that determines how many cycles a request can be late before escalation notifications are sent.

    The SLA Late Cycles value ranges from 1 to N, where the number indicates how many multiples of the role's SLA level pass before an Escalation notification is sent.

    For example, a role with an SLA of 1 day and 6 hours in a category where this SLA Late Cycles value is set to 5 would result in SLA notifications being sent:

    • At 1 day and 6 hours for the Late SLA notification

    • At 5 days and 30 hours for the Escalation notification

    If the SLA Late Cycles value is 1, the Late SLA notification and the Escalation notification are sent at the same time.

    All users assigned to the role that have the workflow notification settings set for ESCALATION on the My Settings page and the User Security pages are notified on the escalation date.

  • Once the dspConduct calendar is set up and the SLA settings are configured as needed in the Design hierarchy, Language-specific Workflow Messages for the LateSummary or LateNotify event are created, if needed. Refer to Create Language-specific Workflow Messages for more information.

NOTE: The Request SLA Notification Service page, Request SLA Notification Workflow Service, and Request SLA Summary Workflow page must be configured properly to enable SLA notification to execute. Refer to Set Up Service Pages for Service Level Agreements (SLA) in System Administration for more information.

Refer to Configure Workflow Messages Overview for general information about working with workflow message in MDM.

NOTE: Users can set workflow receipt preferences for SLA notifications on the Vertical View of the My Settings page. Refer to Set User Workflow Receipt Preferences by Position for more information.