Enable SLA for queue items

[GautamPoddar]

Adding optional capability of inbuilt prioritization driven by SLA (in minutes) in combination of existing Created timestamp and Priority logic to select queue items (Get Next Item) will allow to meet any SLA (if applicable) for different types of work items within same Work Queue. This can be achieved with following approach - 
1. Create SLA (like Priority) field at Work Queue table.
2. Allow defining SLA value (like Priority) for 'Add To Queue' action.
3. The selection logic is modified to include SLA value also (in combination of 'Created' timestamp & 'Priority'). Alternative approach could be to add SLA value to 'Created' timestamp and populate 'Next Review' field which will allow the work item to picked accordingly.

[robert.nicklin]

Hello @GautamPoddar,

Thanks for taking the time to raise an idea.

I have good news! As of Blue Prism Enterprise 7.4, users can now set an SLA value against their work queue items at creation time.

• The SLA value can be set as part of "Add item to queue" and will allow users to set either a specific datetime as the SLA at creation or to provide a timespan value and have the system automatically calculate the relevant datetime for the corresponding SLA.
• When getting items from the queue (Get Next Item) developers now have the option to set a "Sort Order" parameter. This allows users to get items by Priority (which is the default to ensure consistent behaviour on upgrade), SLA (which gets the items with the shortest time left on it's SLA) or Priority and SLA (which gets the item with the highest priority and the shortest time left on it's SLA).
• The value set against a work queue item informs a "Remaining SLA" column that displays in Control Room in the work queue item grid.

Based on these updates, I'm going to update this idea as Delivered.

Regards,

Rob