SLA & Tasking

What Was Delivered

• Automation request - When a Project Note arrives from a customer, generate a Task for the FTS user associated with the job See image. in this case this task would be allocated to Jack B as it is an AHB Royston generated Project Note. The Task being automatically created would be: Subject: As listed (ENG rejection) and or Please review Project note. FTS User Jack would then be required to look at that project note and act upon it. (SLA should be 24 hours). Technical Notes RE Regular Workflow: Also, our agreed rules are that we would CAP the total number of tasks per day that can be automated:
• All users limit is 35 tasks.
• From there, any other task will be assigned to Giovanni A. Technical Notes RE Special BP / Permit Applied Workflow:
• If the following text is detected within the Title or Body of the note:
• BP Applied
• BP Apply
• Permit Applied
• Permit Apply;
• Then the following conditions will be activated:
• If the Company associated with the Customer Contact’s User Group is Metricon then OVERRIDEs the rules in the normal flow regarding assignment and assign the task created by the workflow to: [email protected]
• If the User Group associated with the Project’s Customer Contact is Royston, then OVERRIDEs the rules in the normal flow regarding assigment and assign the task created by the workflow to: [email protected]
• Everything else should function the same as the Regular Workflow.
• Create a relationship between Project Note and the Task created for the project note - the relationship should be a ManyToOne where One ProjectNote can have Many ProjectTasks.

Impact

Improved task tracking and SLA compliance, supporting timely service delivery across active projects.