SLA Clarification

[Former Member]

Hello,

I was hoping to get clarification on how the SLA’s work in GRC 10.0

We have a standard workflow of Manager, Role Owner, Compliance and have an SLA set of 2 days for Access Requests. I’m wondering. Is the SLA across the entire Access Request flow? Or is that the SLA at each stage.

If the SLA hit 2 days at manager what happens?

If the SLA hits at the role owner stage will it kick off to the alternate approver?

If the SLA hits 2 days at Compliance what happens?

Clarification would be appreciated.

Kyle

[former_member222957]

Hi Kyle,

There are three independent options: SLA, Escalation, Mail Reminder:

The SLA that you can maintain via SPRO (Maintain Service Level Agreement) applies to the entire Access Request workflow not to single stages. It is rather used for monitoring and reporting possibilites. For example there is a Dashboard showing Access Requests with SLA violations.

If you want to trigger actions in a specific stage for instance kick off to the alternate approver in the role owner stage you need to configure escalations. This can be done in the stage settings of the workflow configuration.

In addition you can send mail reminder using report GRFNMW_BATCH_EMAIL_REMINDER.

BR

Sebastian