Platform › Automation
Time Limits
When an approval or a support ticket left alone is chased, and when and to whom it is escalated. Only what falls due after a limit is written is swept.
Where to find it
- Module: Platform
- Group: Automation
- Section: Automation
- Screen: Time Limits
Address in the console: /platform/sla-policies
List · 8 columns · 10 fields on its form · 1 of them required · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| For | Status | subject |
| Name | Text | label |
| Allowed (h) | Number | due_hours |
| Remind after (h) | Number | remind_after_hours |
| Escalate after (h) | Number | escalate_after_hours |
| Escalate to | Status | escalate_to |
| Reassign | Yes or no | reassign |
| Active | Yes or no | is_active |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| For required | Choice | Workflow and automation approvals, Purchase order approvals, Purchase requisition approvals, Hiring request approvals, Agent approvals, Support tickets | |
| Name | Text | ||
| Hours allowed | Number | Used when the approval or ticket carries no due date of its own. | |
| Remind, hours after due | Number | ||
| Escalate, hours after due | Number | An agent approval is reminded half way to its expiry and escalated just before it, and its expiry moves on by this many hours. | |
| Escalate to | Choice | The manager of whoever has it, A role, A person, Nobody (remind only) | |
| Role | Choice | Looked up from existing records | |
| Person | Choice | Looked up from existing records | |
| Move it to them | Yes or no | Otherwise they are added beside whoever has it, where it can hold two, and told to chase. | |
| Active | Yes or no |
What you can do here
Sweep now
Sweep the time limits now
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.