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Oversight, SLAs, escalations (Manager workflow)

This page explains how managers set expectations and monitor performance.

Priorities

Priorities help staff understand urgency and allow the system to compute deadlines. Examples: - Low / Normal / High / Emergency

SLAs (Service Level Agreements)

If enabled, priorities can define: - First response target (how quickly staff should respond) - Resolution target (how quickly the issue should be resolved)

The system automatically computes due dates on new occurrences.

Escalations

Escalations are rules that trigger when an SLA is close to breaching or breached. You can configure: - when to alert (percentage of SLA time) - who to alert (role or specific user) - which channels (email / websocket alert)

Practical operating model

  • Use priorities for predictable workload.
  • Keep escalations minimal at first (avoid alert fatigue).
  • Review breached items weekly and adjust either:
  • staffing/workload, or
  • SLA targets, or
  • category routing (if work is handled externally).

Behind the scenes (grounded in code)

  • Priority model: PriorityLevel
  • SLA fields stored on each occurrence: first_response_due_at, resolution_due_at, first_responded_at
  • Deadline calculation: WorkflowPolicyService.calculate_sla_deadlines
  • Escalation rule model: EscalationRule
  • Periodic checking: Celery task check_sla_breaches (apps/occurrences/tasks.py)