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Configure Workflow SLA Timers

This article covers how to use timers to keep track of cards and automate workflow processes.

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 Estimated Read Time: 7 minutes

What are SLA Timers?

SLA timers allow you to set time limits on individual phases within a workflow. When a card enters a phase, the timer starts. You can use this in notification and reminder emails to communicate deadlines clearly, and if the card has not progressed by the time the limit is reached, you can configure automated transitions to keep cards moving through the process.

Set SLA Timers on a Phase

Note: Only Workflow Administrators can configure SLA timers. 

  1. Open a workflow and click on the relevant phase to edit it.
  2. Click the SLA section.
  3. Enter a value, then select the unit (hours or days) from the dropdown list.

SLA timer

Once set, any cards on that phase will start counting down from the timer from the point they arrive there. 

View SLA Timers

The SLA timers appear at the top of workflow forms, so users will see their expected completion date:

 

 

Add Deadlines to Notification Emails

In workflow notification emails, you can dynamically include the card’s SLA due date to inform recipients of their action deadline. To do this, insert the following into the email template:
{{ enter_phase.sla_due_date }}

This helps set clear expectations and is especially important when the SLA timer triggers an automatic transition, ensuring recipients don’t miss their chance to provide input.

Example Email Template Settings:

Example email using the above template:

Transitions

You can add transitions to automatically move the card to another phase once the SLA timer expires. To do this:

  1. Click on the relevant phase to edit it, then navigate to Transitions.
  2. Select the Conditional radio button.
  3. Click ADD TRANSITION.
    add conditional transition
  4. Enter a name, then click Create.
  5. To start building the conditions, click Add, then select SLA Deadline Expiry.
  6. Select the relevant values from the remaining dropdown lists to build your condition, then click Create.

  7. Click the pencil icons to set the transition status to Live and select the phase that cards should move to for this transition.

transition config

Note: All transitions are included in a workflow card's History tab for full traceability.

Use Cases

Expand each section to see examples of how SLA timers can be used with transitions:

Escalations

The most common use for SLA transitions is escalations in time-constrained processes (for example in contract renewal workflows to ensure termination/renegotiation deadlines are not missed).

You could add an escalation phase next to the original with a different phase owner.

This helps protect against delays and missed actions by automatically reassigning responsibility when time limits are exceeded.

Bypassing Roadblocks

SLA transitions can be used to automatically skip optional workflow phases. For example, during simple contract negotiations, cards can be moved to eSign if neither party submits any draft amendments within a set period (e.g. 7 days).

To set this up, add the SLA transition to your list of approval, rejection, or submission transitions. Gatekeeper will apply it automatically when the expiry condition is met.

This avoids unnecessary delays by proceeding to signature as the default path, unless amendments are raised.

If implementing this type of SLA transition, it's recommended to inform parties via an email notification or form description.

Allowing optional resubmission after rejection

When a request form is rejected, there are two common approaches:

  • Allow a Second Chance: Send the form back to the requestor for updates, for example if it is missing context or required documents.
  • Make the Rejection Final: Move the form to a Rejected [Done] phase, informing the requestor that no further action will be taken.

SLA Timers can be used to accommodate both options within a single workflow.

To set this up, add a new phase (e.g. Review Rejection) that cards will be sent to upon rejection:

  • The phase owner should be set to Card Creator, and all the same form sections from the initial request can be made editable. This allows the requestor to update any of their previous inputs.
  • Add an email notification to inform the requestor that their card was rejected (you can use the {{ approval.reason }} content tag to include the reason why)
  • Add an SLA transition to move this card to a Done phase is the form is not resubmitted within a set time (e.g. 3 days).
  • If necessary, add a new form field at this phase requiring the requestor provide a reason the rejection should be reconsidered.

This setup gives the requestor the option to amend and resubmit, or let the form auto-archive after the SLA expiry, without restarting from scratch.


Monitor Cards with SLA Timers

My Dashboard

SLA timers can be used to keep track of a user's overdue cards. Within My Dashboard, select the SLA toggle to show only cards with expired SLAs.

SLA my dashboard

Workflow Kanban View

To view all cards with expired SLAs on a specific workflow, add a filter to the kanban board where SLA Expired = Yes.

Reporting on SLA Timers

The Card Age report is a key tool for viewing metrics on workflow cards and identifying bottlenecks.

Setting SLA timers allows a visual comparison of average card ages vs the expected SLA deadline (shown as a red line).

 

FAQs

 
What happens to cards already on a phase when I add or change an SLA timer?

The timer applies retroactively. Cards already on the phase will have their SLA calculated from the point they arrived there, not from when the timer was configured.

Does the SLA timer reset if a card is sent back to a phase it's already been through?

Whenever a card moves phases, the SLA clock is reset. If a card goes back to a phase it has visited previously, the SLA countdown will restart.

Can an SLA transition fire even if mandatory checklist items haven't been completed?

Yes. SLA timer transitions can move cards automatically even when a mandatory checklist is incomplete. This prevents cards from getting permanently stuck if checklist items aren't actioned in time.

Why can I not set an SLA timer for Done phases?

This is because Done phases are used for cards that require no further interaction.

Is the SLA timer countdown visible in the Vendor Portal?

No. The SLA timer display isn't visible to vendor portal users.

However, you can include the {{ enter_phase.sla_due_date }} tag in notification emails sent to vendor users to communicate their deadline.