Monitoring Service Level Agreements

Many businesses have a service level agreement (SLA) associated with different types of work. Your XTRAC administrator can set up rules that set a completion target date for your work based on the applicable SLAs. The XTRAC administrator also specifies when a work item may be at risk or in jeopardy of missing the SLA target date. XTRAC to monitors the specified date and calculates the dates when the work is "on track" (indicated in green), "at risk" (indicated in amber) or "in jeopardy" (indicated in red).

An XTRAC administrator can specify two alerts (amber for "at risk" and red for "in jeopardy") so that XTRAC can provide a visual indicator to you that the SLA date is approaching. For example, the completion target date may be set for 10 days after you or another operator create the work item. The first alert may be set for seven days after it is created. When that date arrives and the work item is still open, XTRAC adds the amber color in the background of the applicable target date field. The second alert may be specified at eight and one half days to warn you that there are only one and a half days left to complete the work item. XTRAC adds the red color to the target date field.

Fields that trigger SLA monitoring include the following:

• Family Completion Target Date: Process completion rules track the target completion date for an entire logical process within XTRAC. For example, a process completion rule could state that after creation of a work item having an item type of DNACCT and a subtype of VPN, set the process complete target date to ten days after work item creation. XTRAC uses the applicable business calendar and sets the initial process complete target date.

At the same time, XTRAC begins to monitor this date and calculates the dates when the work is in jeopardy based on the threshold values set in the rule. If the target date changes, XTRAC recalculates the process complete target date and the dates the work may be in jeopardy. When a threshold is crossed, XTRAC changes the jeopardy state.

You can manually edit the date in this field.

• Queue Completion Target Date: Queue completion rules allow XTRAC to create a target completion date for work items as they enter a queue. For example, a queue completion rule could state that after a work item having an item type of DNACCT, a subtype of Wiring, and a status of COPEN arrives at the Purchase queue, set the queue complete target date to eight hours after the work item enters the queue. XTRAC uses the applicable business calendar and sets the initial queue complete target date.

At the same time, XTRAC begins to monitor this date and calculates the date and time when the work is in jeopardy based on the threshold values defined in the rule. When a threshold is crossed, XTRAC changes the jeopardy state.

When a work item exits a queue, its queue complete target date has been met. XTRAC sets a new queue complete target date when the work item arrives at the next queue. The monitoring process begins again at each new queue (if there is a rule associated with the applicable node).

You cannot manually edit the date in this field.

• Milestone Completion Target Date: One or more milestone dates may be associated with a work item. An incoming order may require the setup of an account, purchase of materials, scheduling of the job, and so on. Milestone rules track the target completion date for each milestone.

XTRAC monitors this date and calculates the date and time when the work is in jeopardy based on the threshold values defined in the rule. When a threshold is crossed, XTRAC changes the jeopardy state. When a milestone is met, XTRAC no longer needs to track the associated milestone target completion date.

All milestones associated with a work item appear on the Milestones page in the work item. Milestone events appear in the history of a work item when the milestone is set and when the state changes.

• Critical Path Completion Target Date (CPCTD): This field is not implemented.