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Setting a goal and deadline for an assignment

You can set a goal and deadline for an assignment to automatically enforce your service-level agreements. By default, goal and deadline times are measured from the time that an assignment is routed to a worklist or work queue to the time that the assignment is completed.

  1. In the explorer panel of Designer Studio, click Cases and then click the name of a case type.

  2. On the Life cycle tab, click an assignment or approval step in a process.

  3. Click Goal & deadline.

  4. Select the Consider goal and deadline check box.

  5. Define the criteria for the goal and deadline.

  6. Click Save.

At run time, your application detects when the goal and deadline are unmet and adjusts the current urgency of the assignment. To see how much time you have left to complete an assignment, refer to the header of the form.

Tip: Define escalation actions to call attention to assignments that exceed the goal or deadline time.