A Service Level Agreement, or SLA, can be used to establish a standard time that a Record must complete a Step (or step) in the Workflow before it is considered overdue. SLAs can be set for each Step in a Workflow as the number of days and/or hours a user has to complete that Step.
How does the SLA work with the Due Date field?
The SLA works in concert with the Due Date for a Record. When a Record moves into a Step with an SLA set, an "effective due date" will be applied by comparing the Due Date with the SLA time and taking the minimum. This "effective due date" will be shown on any Reports for that Record in the Due Date Field. If both a Due Date has been set and an SLA is present, a note will be presented when viewing the Record on the form.
Creating an SLA rule for a Step
To set an SLA, right click the Step you would like to set the SLA on and click the 'Edit' option.
Once in the Edit menu, navigate to the 'SLA' tab. Here you can set the number of days and hours you would like to set the SLA for and click Done.
When on a Record that is in 'Step 2' from the above, if a Due Date is set that is after the time the Record entered the Step + the SLA time, it will show a note similar to the below:
If no Due Date is set, then the system will automatically default to the time the Record entered the Step + the SLA time. This date will not auto populate in the actual Due Date Field in a form, but you can pull this Due Date in via Table Reports.