Maestro user guide

Setting SLAs and automated escalation rules

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• Access to Studio Web.
• An existing case plan with at least one stage defined. See Create a case and model stages for setup instructions.
• A published and deployed case plan if you want to observe SLA indicators at runtime in the Case App or Case Instance Management.
• Familiarity with stage rules (entry, complete, exit, and re-entry).

Opening the case plan settings​

1. Open your case project in Studio Web.
2. Navigate to the Case Plan Designer canvas.
3. Open the case-level settings panel for your case type.

Setting the case SLA duration​

1. Locate the SLA section in the case settings.

2. Define the target resolution time (for example, 48 business hours or a calendar-day equivalent).

3. Save the configuration.

Selecting a stage on the canvas​

1. On the Case Plan Designer canvas, select the stage you want to configure (for example, Intake or Review).
2. Open the stage properties panel.

Defining the stage SLA​

1. In the stage properties, locate the SLA field.

2. Enter the time limit for stage completion. Specify whether the duration uses business days or calendar days (for example, 4 hours for an Intake stage, 24 hours for a Review stage).

3. Repeat for each stage that requires its own SLA.

Example stage SLA configuration​

Opening escalation rule configuration​

1. In the stage (or case) properties panel, locate the Escalations section.
2. Select the option to add an escalation rule for the At-risk state.

Setting the at-risk threshold​

1. Define the warning threshold as a percentage of the allotted SLA time (for example, 80%). When the timer reaches this threshold, the SLA state changes from on-track to at-risk and the corresponding *SlaAtRisk event fires.

Configuring the at-risk rule (WHEN / IF / ACTION)​

1. Confirm the WHEN event: CaseSlaAtRisk (case-level) or StageSlaAtRisk (stage-level).
2. Optionally add an IF condition over the case entity to scope the rule (for example, IF case.priority == "High").
3. Specify the ACTION to execute when the rule fires. Typical at-risk actions include:
   • Notify the case owner and supervisor.
   • Flag the case with an at-risk badge visible in the Case App list view.
4. Define the recipients who receive the at-risk notification.
5. Save the escalation rule.

Adding a breach escalation rule​

1. In the same Escalations section, select the option to add an escalation rule for the Breached state.

Configuring the breach rule (WHEN / IF / ACTION)​

1. Confirm the WHEN event: CaseSlaBreached (case-level) or StageSlaBreached (stage-level).
2. Optionally add an IF condition (for example, IF case.amount >= 50000 to scope the rule to high-value cases).
3. Specify the ACTION to execute on SLA breach. Typical breach actions include:
   • Reassign the case or task to a senior worker.
   • Notify management.
   • Create a priority flag on the case instance.
4. Define the recipients who receive the breach notification.
5. Save the escalation rule.

Pausing a running case instance​

1. Open Case Instance Management in Maestro.
2. Locate the running case instance.
3. Select Pause. All SLA timers on the case stop, and no tasks are activated until the case is resumed.

Resuming a paused case instance​

1. In Case Instance Management, locate the paused case instance.
2. Select Resume. SLA timers restart from where they stopped.

1. Review all SLA and escalation configurations across the case and each stage.
2. Validate the case plan in Studio Web to check for configuration errors.
3. Publish the case plan and deploy it to the target folder.
4. Verify the deployment in Case Instance Management.

• Case-level SLA enforces an overall resolution deadline from case creation to close.
• Stage-level SLAs enforce localized time limits for each phase of the case lifecycle.
• SLA state badges (on-track, at-risk, breached) display in the Case App list view and case detail view, giving case workers and supervisors immediate visibility.
• At-risk escalation rules automatically notify designated recipients when SLA timers approach their limits.
• Breach escalation rules automatically reassign, flag, or notify when SLA timers expire.
• Pause/Resume controls allow operators to suspend SLA timers during periods of external dependency.

• SLA and escalation configuration is performed at the case level and stage level. Individual task-level SLAs are not covered in this guide.
• Case user roles and access support (stage-aware permissions that control who receives escalation actions) is not yet available.
• SLA tracking applies only to case instances created after the SLA-enabled case plan version is deployed.

• How to configure stage rules — define entry, complete, exit, and re-entry rules that work alongside SLA timers.
• Case Instance Management overview — learn about pause, resume, cancel, migrate, and retry operations for running cases.
• Configure the Case App — customize the case list and detail views where SLA badges appear for case workers and supervisors.