---
# System prepended metadata

title: SLA Definition Editor

---

# SLA Management

The **SLA Definition Editor** is a development tool that allows developers to define escalation timelines for processes and tasks using goal, deadline, and critical thresholds. Developers can set time-based priority increases and custom functions at each level to ensure timely handling of processes and tasks.
 
## How to Add SLA Definition to Your Application?

You can click the **Add New** button in the navigation menu on the left side of the page and select the **New SLA Definition** option from the menu that appears. Then, enter the name of the SLA and click the **Create** button.

![image](https://hackmd.io/_uploads/SyvjbyqFex.png)

Alternatively, if a folder has been added to the navigation menu, you can click the **+** button next to that **folder** and select the **SLA Definition** option from the resulting menu. Then, enter the name of the SLA and click the **Create** button.

![image](https://hackmd.io/_uploads/Sk-kzy5Ygg.png)

## How to Define SLA Definition?

Enter the initial priority value and select the user ID from the dropdown menu. There are three ways to define a user that the SLA will run with.

![image](https://hackmd.io/_uploads/S1Yzzk9Yeg.png)

If the **Default** option is selected, the SLA runs with the **schedulerSystemUser**, which must be defined.

If the **String** option is selected, you should enter the user ID value as a string.

![image](https://hackmd.io/_uploads/Syi4M1cFxg.png)

If the **Constant** option is selected, select a previously created constant for the user from the dropdown on the side.

![image](https://hackmd.io/_uploads/SyfUz15Kge.png)

![image](https://hackmd.io/_uploads/BJaLMyqtxg.png)

You can enter values for any of the **Goal**, **Critical**, or **Deadline** fields as needed. For the field you are filling in, you must select the **Days**, **Hours**, **Minutes**, and **Priority Increase Amount** values. If there is a function you want to execute when the SLA time expires, you can select it from the **Function** field. If the **Calculate using business days** checkbox is selected, the SLA end date will be calculated based on working hours.

![image](https://hackmd.io/_uploads/rJ7OG15Keg.png)

## How to Use Defined SLA Model in a Workflow and User Task?

After defining the SLA definition, the created SLA model is listed under the **SLA Settings** section on workflows and user tasks. For the workflow or user task where you want to assign an SLA, you can select the relevant SLA model from the dropdown menu on the left side.

![image](https://hackmd.io/_uploads/HyJjMkctgx.png)

![image](https://hackmd.io/_uploads/S1ujz1ctgg.png)


