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    Deadline Configuration
    • 29 Jul 2025
    • 8 Minutes to read
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    Contents

    Deadline Configuration

    • Updated on 29 Jul 2025
    • 8 Minutes to read
    • Print
    • PDF
    Article summary

    You can configure the RCA Deadline and Resolution Deadline for a combination of Workgroup, Category, Risk, Priority, and Problem Record Type. The configured RCA and Resolution Deadlines are applied to a PR based on the selected Workgroup, Category, Risk, Priority, and Problem Record Type on the PROBLEM RECORD page.

    Configure Deadline

    To configure Deadline, perform the following steps:

    1. Navigate Problem> Configuration > Deadline Configuration.

      Figure: Deadline Configuration

    2. Select the required Department.

      Figure: Department

    3. Click Add New or icon.

    4. Specify the required information. For information about the fields on the Deadline Configuration Details page, see Field Description.  

      Figure: Deadline Configuration Details Page

    Field Description

    The following table describes the fields on the Deadline Configuration Details page:

    Field

    Description

    Details

    Name

    Specify the Deadline Configuration name.

    Workgroup

    Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement.

    Category

    Type in the Category name and select a category from the search results.

    Risk

    Select the Risk from the drop-down list. You can select multiple Risks based on the requirement.

    Priority

    Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement.

    Problem Record type

    Select Problem Record Type as Proactive or Reactive from the drop-down list.

    RCA Deadline (In Hours)

    Specify the RCA deadline in hours.

    Resolution Deadline Type

    Select the Resolution Deadline type as Log Time or RCA Deadline Time.

    Note:

    · Log Time is time when the Problem Record was logged. The Resolution Deadline is based on the log time of the Problem Record when Resolution Deadline Type is Log Time.

    Example:

    Example: Let's consider the following configurations:
    (a) Problem Record is logged at 09:00 AM on 6th July 2020
    (b) RCA Deadline (In Hours) is configured as 24 hours (09:00 AM, 7th July 2020)
    (c) Resolution Deadline Type is Log Time
    (d) Resolution Deadline (In Hours) is 30 hours
    (e) Service Window is 24*7
    Make sure that Resolution Deadline (In Hours) value is greater than the RCA Deadline (In Hours) when Resolution Deadline Type is Log Time.

    The Resolution Deadline will be counted 30 hours from the log time of the Problem Record when the Resolution Deadline Type is Log Time. Hence, the actual Resolution Deadline will be 03:00 PM, 7th July 2020.

    · The Resolution Deadline is calculated based on the RCA Deadline Time when the Resolution Deadline Type is RCA Deadline Time.

    Example:

    Example: Let's consider the following configurations:
    (a) Problem Record is logged at 09:00 AM on 6th July 2020
    (b) RCA Deadline (In Hours) is configured as 24 hours (09:00 AM, 7th July 2020)
    (c) Resolution Deadline Type is RCA Deadline Time
    (d) Resolution Deadline (In Hours) is 9 hours
    (e) Service Window is 24*7

    Resolution Deadline is counted in addition to the RCA Deadline hours when the Resolution Deadline Type is RCA Deadline Time. Hence, the actual Resolution Deadline will be 06:00 PM, 7th July 2020.

    Resolution Deadline (In Hours)

    Specify the Resolution deadline in hours.

    Service Window

    Select the Service Windows to display in the Service Window field on the PROBLEM RECORD page when the configured Deadline is applied to the PR.

    Note: All the Service Windows, which are available for the Problem Management, will be populated in the Service Window drop-down list on the PROBLEM RECORD page when no Service Windows is configured on the DEADLINE CONFIGURATION page.

    Active

    Indicates the status set of the Deadline Configuration.

    • If selected, the Deadline Configuration is enabled on the DEADLINE CONFIGURATION LIST page.

    • If not selected, the Deadline Configuration becomes an inactive configuration.

    1. Click Submit. A new Deadline is configured.

    Actions

    This section explains all the icons displayed on the right-side panel of the Deadline Configuration page.

    Filters

    Click Filters and specify the filter criteria to view the particular set of Deadline Configurations.


    Figure: Filters pop-up page

    Show List

    Click Show List or to display the LIST table showing all the Deadline values configured for the selected Department.

    /
    Figure: Deadline Configuration List Page

    • To edit a Deadline Configuration, click the Deadline Configuration. Make appropriate changes and click Submit.

    • To display the inactive Deadline Configurations, click the Include Inactive check box.

    When the Deadline Configurations are displayed under the LIST table, the following button are displayed on the right-side panel.

    • Click ADD NEW to configure a new Deadline Configuration for a particular Tenant.

    • Click EXPORT TO EXCEL to export the records displayed on this page to a Microsoft Excel Sheet.

    • Click EXPORT ALL to export the all the records to a Microsoft Excel Sheet.

    • Click DEADLINE CRITERIA to configure a new deadline criteria for RCA Deadline and Resolution Deadline. For more information, see Configuring Deadline Criteria.

    Configure Deadline Criteria

    To configure Deadline Criteria, perform the following steps:

    On the Deadline Criteria pop-up page, select the Calculate RCA Deadline value as When RCA is Submitted, When RCA is Approved, or When RCA is Reviewed.

    Caution:

    The Administrator can configure the Calculation RCA Deadline value only one time to execute the script for the RCA Actual time for old PRs, that have already achieved the Calculation RCA Deadline value.

    Note

    By default, the value in the Calculate RCA Deadline field is When RCA is Submitted.



    Figure: DEADLINE CRITERIA pop-up page - Calculate RCA Deadline values

    Scenario 1: Calculate RCA Deadline When RCA is Submitted

    Calculate RCA Deadline When RCA is Submitted

    The RCA Deadline is calculated from log time to RCA submitted time.

    Note:

    RCA Actual time will be auto-populated when RCA is submitted. Also, the text Yes or No will auto-populate in front of the Violation field.



    Scenario 2.1: Calculate RCA Deadline When RCA is Approved

    Calculate RCA Deadline When RCA is Approved

    The RCA Deadline is calculated from Log time to RCA Approved time.

    Note:

    RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.



    Scenario 2.2: Calculate RCA Deadline When RCA is Approved

    Calculate RCA Deadline When RCA is Approved

    The RCA Deadline is calculated from Log time to RCA Approved time.

    Note:

    RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.



    Scenario 3.1: Calculate RCA Deadline When RCA is Reviewed

    Calculate RCA Deadline When RCA is Reviewed

    The RCA Deadline is calculated from Log time to RCA Reviewed time.

    Note:

    RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.



    Scenario 3.2: Calculate RCA Deadline When RCA is Reviewed

    Calculate RCA Deadline When RCA is Reviewed

    The RCA Deadline is calculated from Log time to RCA Reviewed time.

    Note:

    RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.



    Scenario 3.3: Calculate RCA Deadline When RCA is Reviewed

    Calculate RCA Deadline When RCA is Reviewed

    The RCA Deadline is calculated from Log time to RCA Reviewed time.

    Note:

    RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.



    On the DEADLINE CRITERIA pop-up page, select the status from the Exclude SLA for Status drop-down list. The SLA will be paused on the PROBLEM RECORD page, when the PR status is changed to the same status, which is configured in the Exclude SLA for Status field.

    Examples

    Note

    • By default, the value of the Exclude SLA for Status is Pending.

    • Make sure that the Calculate RCA Deadline and Exclude SLA for Status values are not the same while configuring the Deadline criteria on the DEADLINE CONFIGURATION page.

    • SLA will be reset when PR status is changed from Exclude SLA for Status to any other status.

    Example 1

    There is no change in the Deadline values when the Calculate RCA Deadline is When RCA is Submitted, Resolution Deadline is Log Time, and PR status is changed to any status before the RCA Submitted (Example: From New to Initial Authorization). The SLA is paused, considering the following values in the DEADLINE configuration:

    Calculate RCA Deadline: When RCA is Submitted
    Excluse SLA for Stauts: Initial Authorization and Pending.
    Resolution Deadline: Log Time

    Old Parameter:
    PR Status: New
    RCA Deadline: 9:00 AM
    Actual RCA time: NA
    Resolution Deadline: 12:00 PM
    Actual resolution time: NA

    Current Parameter:
    PR Status: Initial Authorization
    RCA Deadline: 9:00 AM
    Actual RCA time: NA
    Resolution Deadline: 12:00 PM
    Actual resolution time: NA
    SLA is Paused

    Note

    SLA will be reset when PR status is changed from Initial Authorization or Pending to any other status.

    Example 2

    All the Deadline values will be cleared when the Calculate RCA Deadline value is When RCA is Submitted, Resolution Deadline is RCA Deadline Time, and the PR status is changed to any status before the RCA Submitted (Example: From New to Initial Authorization). Also, the SLA will be paused, considering the following values in the DEADLINE configuration:

    Calculate RCA Deadline: When RCA is Submitted
    Excluse SLA for Stauts: Initial Authorization and Pending.
    Resolution Deadline: RCA Deadline Time

    Old parameter on the PROBLEM RECORD page:
    PR Status: New
    RCA Deadline: 9:00 AM
    Actual RCA time: NA
    Resolution Deadline: 12:00 PM
    Actual resolution time: NA

    Current parameter on the PROBLEM RECORD page:
    PR Status: Initial Authorization
    RCA Deadline: NA
    Actual RCA time: NA
    Resolution Deadline: NA
    Actual resolution time: NA
    SLA is Paused

    Note

    SLA will be reset when PR status is changed from Initial Authorization or Pending to any other status.

    Example 3

    Only the Resolution Deadline values will be cleared when the Calculate RCA Deadline value is When RCA is Submitted, Resolution Deadline is Log Time, and PR status is changed to any status after the RCA Submitted (Example: from RCA Reviewed to Pending). Also, the SLA will be paused considering the following values in the DEADLINE configuration:

    Calculate RCA Deadline: When RCA is Submitted
    Excluse SLA for Stauts: Initial Authorization and Pending.
    Resolution Deadline: Log Time

    Old parameter on the PROBLEM RECORD page:
    PR Status: RCA Reviewed
    RCA Deadline: 9:00 AM
    Actual RCA time: 10:00 AM
    Resolution Deadline: 12:00 PM
    Actual resolution time: NA

    Current parameter on the PROBLEM RECORD page:
    PR Status: Pending
    RCA Deadline: 9:00 AM
    Actual RCA time: 10:00 AM
    Resolution Deadline: NA
    Actual resolution time: NA
    SLA is Paused

    Note

    SLA will be reset when PR status is changed from Pending to other status.

    Example 4

    Only the Resolution deadline values will be cleared when the Calculate RCA Deadline is When RCA is Submitted, Resolution Deadline is RCA Deadline Time, and PR status is changed to any status after the RCA Submitted (Example: from RCA Reviewed to Pending). Also, the SLA will be paused considering the following values in the DEADLINE configuration:

    Calculate RCA Deadline: When RCA is Submitted
    Excluse SLA for Stauts: Initial Authorization and Pending.
    Resolution Deadline: RCA Deadline Time

    Old parameter on the PROBLEM RECORD page:
    PR Status: RCA Reviewed
    RCA Deadline: 9:00 AM
    Actual RCA time: 10:00 AM
    Resolution Deadline: 12:00 PM
    Actual resolution time: NA

    Current parameter on the PROBLEM RECORD page:
    PR Status: Pending
    RCA Deadline: 9:00 AM
    Actual RCA time: 10:00 AM
    Resolution Deadline: NA
    Actual resolution time: NA
    SLA is Paused

    Note

    SLA will be reset when PR status is changed from Pending to other status.

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