RFL200040: SLA configuration and calculation FAQ

Applicable to RayFlow version 1.11 and 2.0

Question 1: What is the difference between Workday and Project day, with respect to RayFlow SLA configuration?

 Answer:

 Date:  Each phase needs a start and end date.    SLA calculation is based on the # days  between the start & end dates, excluding weekends.

Workday: Each phase needs to have a day’s value.    SLA calculation is based off  of  the WorkingHours basic configuration property, excluding hours outside of  that period as well as weekends.  The value

of  this property is expected to  be  in the  format  hh:mm-hh:mm,  i.e.  08:00-18:00.  This  defines  the beginning and the  end of  a  work  day.  Weekends  are  excluded from the  calculation.  Any  time  a

package spends in a phase which is not in the working hours is also excluded,  i.e.  a package enters a status at 7:00 and leaves it at 10:00, the SLA time for this action will be only 2h.

Project: The total project days should be divided into X # days per phase.  SLA calculation is similar to that used by the Workday mode;  however,  project days are accumulated throughout the workflow.

E.g.  you have a SLA configuration with project days,  3 phases with 5  project  days  each.  A  package goes through the phases and spends one full day in each phase.  In phase 1 5 days are allowed until

SLA is violated, in phase 2 it’s 9 days (+4 days left from phase 1)  and in phase 3 it’s 13 days (+4 days left from phase 2).

Question 2: How does SLA calculator handles weekends (Saturday and Sunday)?

 Answer:

 RayFlow SLA calculator is auto-configured to exclude weekends from the SLA calculation.

Question 3: How does the calculator handles calculation for different status?

 Answer:

 Within RayFlow SLA configuration page, a user can select to either include or exclude certain phase from the SLA calculation. Furthermore, for a selected phase, a user can define, status for which the calculator should count the time spent on a task within a phase. Excluding a status, simply means that when a user sets that status, then the calculator will save the time already spent on that package (for status which was included in counting) and stop calculating/counting further.

 E.g. Let’s say  we have two phases X and Y

 Now for both of these phases the SLA calculator starts calculating when the status is set to Active. Now if we have configured 4 and 5 workdays for X and Y respectively. Now if 2 days was spent in phase Y and then the package was rejected to X, then the calculator will save the remaining 3 days and next time when the task will be back to phase Y, it will show that the task has got 3 days allocated.

Question 4: Is localization of SLA holidays possible?

 Answer:

 Currently, RayFlow stores the list of holidays in the dbo.Holidays database table. This table does not offer possibility to differentiate between holidays based on region and location of the task.

Question 5: Where and how can I access the historical SLA data related to a task?

 Answer:

 RayFlow stores the SLA time for each task in dbo.SLA_Periods table. This data can be fetched using a custom Report in RayFlow.

Question 6: How can I configure my SLA calculator in task scheduler?

 Answer:

 See attachment

Question 7: What properties in basic configuration, are relevant for SLA calculator?

 Answer:

 A user can define working hours for a project, within the Configuration -> Basic page of RayFlow server.

 Question 8: How to populate dbo.Holidays table?

 Answer:

 Configuring this table comes under the customization service offered by Raynet to its customers.