Dynamic duration of processes (SLA control)

Implementation of the possibility to configure dynamic deadlines for process instances of mapped incidents, adopting SLA concepts. The objective is to configure dynamic deadlines based on rules, by using: process attributes, form fields, and process priority, in addition to the Play, Pause, Stop controls of the elapsed time, linked to steps/statuses of the process.

For example: If the "Service level" field is the same as the "Priority" field, define the with 08:00; otherwise, define the 24:00 SLA. That way, the deadline of the instances is dynamic and varies according to the defined rules.

 

 

Process priority indication according to form field

A function has been added to the Formula editor. It enables the indication of a related process priority from form values/fields. For now, the evaluation method will be limited to simple list only.

 

 

Email monitoring to create and update incidents

From this version, in addition to creating incidents through the monitoring of an email box, the system can identify email replies and update the incident history.

 

 

The system will identify incident replies (or protocols) from a TAG with the incident ID # in the email subject.