Joget Workflow v6 Training Slides - 11 - SLA and Deadlines

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Joget Workflow v6
SLA & Deadlines
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Last Revised on Oct 2018

Prerequisites
1. Good understanding on how to design a Workflow
Process.

Content
1. Service Level Agreement (SLA)
2. Deadlines
3. Introduction to Deadline Plugin

Chapter 1
Service Level Agreement
(SLA)

Service Level Agreement (SLA) Limit
• Why set limits?
– By setting limits to workflow activities, you are able to define
appropriate service levels for your processes.
– Participants in the workflow can be made aware of adherence
to these service levels.
– You can generate reports to determine the efficiency of your
processes e.g. identify bottlenecks, etc.

How to Set SLA Limit?
• Define process-level duration unit
(Duration unit will be shared among activities in the
process)
• Set SLA Limit on targeted activity or process
• SLA can be affected by the use of Deadline plugins.

Define Duration Unit
• Edit process’s properties to set the duration unit.
• Set to minute.

Set SLA Limit on Activity
• Set “5” in Approve / Reject Request activity. (Duration
unit was set earlier to minute)

SLA Limit Indicator
• SLA will be reflected in process diagram itself.

Service Level Monitor
• For activities that have defined limits, task assignments
will have due dates.
• When processes that have limits are deployed, you will
notice that the Service Level Monitor column in the Inbox
will display a colour coded square .
• The colour of the Service Level Monitor will change from
GREEN to YELLOW as the due date approaches. Once the
due date is reached, the colour will be RED.

Defining SLA Indicator
• Medium Warning Level
– Color: Yellow
– Default Value: 20% of elapsed time.
• Critical Warning Level
– Color: Red
– Default Value: 50% of elapsed time.
• Can be changed in the System Settings. (System wide effect)

• SLA Indicator will be seen in the task Inbox.
Service Level Monitor

Process Monitoring
• SLA Indicator is also available in the Process Monitoring
module for the administrator.

SLA Report on Userview
• SLA Report can also be made available for end user (e.g.
Manager) to inspect.
• Reference:
http://dev.joget.org/community/display/KBv6/SLA+Report

Chapter Review
• Set SLA limit to workflow activity, which enables the
implementation of service level monitoring.

Exercise
• Tweak the SLA settings to only turn to YELLOW when half
of the remaining time elapsed and…
• Change to RED when all the remaining time runs out.

Chapter 2
Deadlines

Deadlines and Exceptions
• For each activity, Deadline(s) can be set.
• Deadlines act as a timer which triggers an Exception
transition to another activity when a specified duration
has elapsed (by the Deadline Checker).
Deadline reached
EXCEPTION

Plugin Types

Deadlines
• Deadline execution can be synchronous or asynchronous.
• For synchronous execution, the current activity will no
longer be active when the deadline is triggered.
– Used in cases such as approval escalation.
• For asynchronous execution, the next activity will be
executed while the current activity is still waiting.
– Used in cases such as sending reminders.
• Multiple deadlines are supported for each activity.

Deadline Checker
• The Deadline Checker kicks in at specified intervals when
enabled.
• Deadlines due at the time will be picked up and
processed in batches by the Deadline Checker until finish.
• Set an appropriate interval that suits your environment.

Activating Deadline Checker
• The Process Deadline Checker MUST be enabled under
System Settings > General Settings for deadlines to work.
• This will enable periodic checks on activities’ deadlines as
defined by the checker interval.

Deadline Checker Discussion
• What will the timeline be like for a Deadline set at 1
minute and Deadline Checker at 1 hour?
(Think of the mailman analogy)

Setting Deadlines and Exceptions
• Deadlines are set at activities.
• Exceptions are set at transitions.
• Both are required for the deadline feature to work.

Add a new Deadline
• Add a new Deadline to the Approve / Reject Request activity.
• Add Asynchronous deadline, set it to 5 minutes.
• Set an exception name. It must be unique.

Add a new Deadline
• Add a new Tool, set it to Send Reminder.
• Link them up and set transition type to Exception. Set the
exception name as the one declared earlier.

Setting Deadlines and Exceptions
Asynchronous exception
When the “Send Reminder”
tool is started, “Approve /
Reject Request” activity will
still be active.

Process Monitoring
• Study on how deadline would affect your process
instance in Process Monitoring.
• Differentiate types of “state” of activity/process.
– closed.completed
– closed.terminated
– close.aborted
– open.not_running.not_started
– …

Exercise 1
• Verify that the deadline works as designed by mapping
the newly created Tool to a Email Tool plugin.
• Configure the Email Tool accordingly.
• Test if the Email Tool is triggered by the Deadline by
starting up a new process instance.
• Optionally, you may use Bean Shell Tool to output to the
server log to test this too.

Exercise 2
• Add a second level approval for when the first level
approver does not respond in certain period, the second
approver will take over.
• Choose the appropriate time frame and type of deadline.
• Configure the new participant’s mapping accordingly
after deployment of the new process flow.

Exercise 2

Good to know
• One activity may contains one or more Deadlines.
• Each Deadline has its own Duration Unit, unlike SLA.

Good to know
• It is also possible to set use a Workflow Variable as the
Deadline limit.
(Remember to declare the Workflow Variable and set the value
according to the date format defined)

Important Note
• SLA will NOT manipulate the flow of your Workflow
Process, Deadline will.
• Deadlines will highly unlikely get triggered on the dot as it
depends on the Deadline Checker Interval cycle.
• Do NOT set deadlines on Tool, it’s only meant for
Activities.

Chapter Review
1. Set deadline and design exception handling.
2. Understand the difference between Synchronous and
Asynchronous deadline.

Chapter 3
Introduction to Deadline
Plugin

Deadline Plugin
• The Deadline plugin set will influence the calculation
of SLA and Deadlines in process flow.

Office Working Hour Deadline
Plugin
• Office Working Hour Deadline Plugin is an essential addition
to the working environment where SLAs and deadlines are
implemented.
• This plugin will intercept and override how calculations are
made by Joget when calculating due dates for SLAs and
deadlines imposed on a process.
• The Office Working Hour Deadline plugin takes the following
into account during calculations:
– Holidays
– Working Hours
– Working Days

Exercise
Consider a synchronous deadline where:
➔Activity started at : Friday 5.50pm
➔Deadline trigger set to : 30 minutes
➔Last deadline checked : 5.55pm
➔Deadline interval : every 1 hour
➔Office Hours : Weekdays 9am -
6pm
When does the synchronous deadline triggers?

Exercise - Optional
• Configure the Office Working Hour Deadline plugin into
your existing App.
• Observe the changes to the due dates on SLA and
Deadline.

Chapter Review
• Able to understand the impact of Deadline plugins to
Deadline and SLAs calculations.

Module Review
1. Set SLA limit to workflow activity, which enables the
implementation of service level monitoring.
2. Set deadline and design exception handling.
3. Understand the difference between Synchronous and
Asynchronous deadline.
4. Understand the Deadline Plugin and its purposes.

Stay Connected with Joget Workflow
• www.joget.org
• community.joget.org
• twitter.com/jogetworkflow
• facebook.com/jogetworkflow
• youtube.com/jogetworkflow

Joget Workflow v6 Training Slides - 11 - SLA and Deadlines

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