Cases and SLAs
Each time a process starts — a leave request, an expense claim, an IT ticket — a live workflow opens a case. The case moves from step to step on its own, waiting on the right person at each one. Anyone a workflow covers can start a case; the people on each step act on it from My queue; workflow admins follow every case.
How to start a case
- Open the Forms app.
- Under Your company's processes, find the workflow and select Fill on its form.
- Fill in the form and submit it.
Your cases appear under My submissions. Cases can also start when a table row is added, when somebody presses a button on a row, from a public link, or when the agent starts one for you.
How to act on a case
- Open Workflows. Steps waiting on you are listed under Workflows - pending (My queue), even for rooms you are not in.
- Select Review for an approval, Fill it in for a form, or Open case for a task.
- For an approval, select Approve, Reject or Request changes. For a task, select Mark it done.
The case moves on by itself. Request changes sends the form back to the requester to revise.
Case status
- In progress or Waiting on a person
- Stuck — it needs a person — a step has nowhere to go; a workflow admin can move it on
- Finished (or the outcome name) and Cancelled
Workflow admins see every open case under Workflows - ongoing - all cases, and on each workflow's Cases tab with filters All, Waiting on me, Mine, Attention, Overdue and Closed. From a case they can Move to the next step, choose Another step, or Cancel case.
SLAs and escalation
- Each step can have a due time. Queue items show Due in 3h or Overdue by 2d.
- When a step runs past its SLA, the people on it are notified that the case is overdue, and the case shows Overdue.
- When a step reaches its escalation time, it goes up a level — by default to the requester's head's head — as an Escalated approval or reminder.
The Insights tab shows How cases end, Time from start to finish and Time waiting at each step, so you can see where a process slows down.