Manage the service level agreement and reminders for this case type.
Note that updating the SLA Target will only apply to new cases. Existing "in progress" cases will continue to use the SLA that was set when they were raised. Other settings, like the ability for staff to extend the SLA, will apply to existing and new cases.
Settings
| Setting | Default | Description |
|---|---|---|
| SLA Target | Set when creating the configuration | The target SLA that will start counting down as soon as a new case is raised. Select either days or hours and enter a whole number. Enter 0 to not set an SLA |
| SLA Reminder | Set when creating the configuration | The days/hours prior to the SLA expiring that a reminder email will be sent. See SLAs and Escalations for more information about who gets sent what. Enter 0 to not send reminders |
| Staff Set SLA | Set when creating the configuration | If an SLA isn't set automatically, whether or not the case manager can set one manually |
| Staff Extend SLA | Set when creating the configuration | If Yes the case manager will be able to extend the SLA |
| Can staff resume a paused SLA | Set when creating the configuration | If Yes the case manager will be able to resume a paused SLA |
| Working Days | Set when creating the configuration | Yes - Weekends and bank holidays are excluded from the SLA calculations. Working days are set in the No - All calendar days count towards the SLA target These settings will also be used by any tasks raised as part of this case type and when cases appear in dashboards |
| Pause SLA | No | Yes - The SLA will be paused while waiting for the user who raised the case to respond to questions via the Contact action |
Working Days and Bank Holidays
Working days are set in the end point found at
You can set:
publicHolidays - The full list of public holidays in England and Wales, Scotland, and Northern Ireland is retrieved from www.gov.uk/bank-holidays.json. Additional dates can be added here as needed, in the format "YYYY-MM-DD". For example, to add two days to the Scotland list, include:"publicHolidays": {
"ukEngland": [],
"ukScotland": ["2024-05-14","2024-06-24"],
"ukNorthernIreland": []
}unobservedPublicHolidays - You can also exclude dates from the full government list by adding them to this object. It's possible to exclude specific dates:"unobservedPublicHolidays": {
"ukEngland": {
"dates": ["2023-12-25"],
"names": []
},
"ukScotland": {
"dates": [],
"names": []
},
"ukNorthernIreland": {
"dates": [],
"names": []
}
}
You can also exclude all holidays with a certain name. So if you are based in Northern Ireland and want to set every Christmas Day as a working day:"unobservedPublicHolidays": {
"ukEngland": {
"dates": [],
"names": []
},
"ukScotland": {
"dates": [],
"names": []
},
"ukNorthernIreland": {
"dates": [],
"names": ["Christmas Day"]
}
}
Note that to exclude holidays by name, the name you enter must match exactly what is returned from the gov.uk bank holiday list. We have found some inconsistencies in naming, such as "Early May bank holiday" and "Early May bank holiday (VE day)" - in this instance you should include the name of each.
In all of the lists above, holidays for Wales should be added to theukEngland sectionsworkingHours - Set your office hours if you only want them to count in your SLAs. TheallDay times should not be changed. Adjust theoffice start and end times to suit. Times are in the format "hh:mm":"workingHours": {
"office": {
"start": "09:00",
"end": "17:30"
},
"allDay": {
"start": "00:00",
"end": "24:00"
}
Once you have entered the dates and times, set the scheme you'd like to use:
"schemes": { //
"standard": { // Default for the organisation
"publicHolidays": "ukEngland", // One of "ukEngland", "ukScotland" or "ukNorthernIreland"
"workingWeek": "monFri",
"workingHours": "office",
"displayText": {
"en": "working days",
"cy": "diwrnodau gwaith"
}
},
"calendar": { // Default to calendar days when none selected
"displayText": {
"en": "calendar days",
"cy": "diwrnodau calendr"
}
}
}
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