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Maestro user guide

Setting SLAs and automated escalation rules

Set case-level and stage-level SLAs in Maestro Case with at-risk and breach escalation rules for notifications, reassignment, and overdue-case handling.

Overview​

Configure case-level and stage-level SLAs (Service Level Agreements) in Maestro Case to enforce time-based completion targets. Define at-risk and breach escalation rules that listen for the internal *SlaAtRisk and *SlaBreached events emitted by the case lifecycle and automatically notify stakeholders, reassign work, or flag overdue cases — without manual monitoring.

Prerequisites​

  • 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).

Step 1: configuring a case-level SLA​

A case-level SLA defines the overall target time for resolving a case from creation to close.

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.

Note:

The case-level SLA timer starts when the case instance is created and stops when the case reaches a terminal state (completed or cancelled).

Step 2: configuring stage-level SLAs​

Stage-level SLAs set localized due times for individual phases of the case. Each stage can have its own SLA independent of the overall case target.

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​

StageSLA DurationDescription
Intake4 hoursEnsure rapid claim registration after submission
Review24 hoursComplete coverage check and officer verification
Settlement48 hoursProcess fulfilment and issue payment
Closure8 hoursGenerate audit report and finalize the case

Step 3: defining at-risk escalation rules​

At-risk escalations are rules that fire on internal SLA events emitted by the case lifecycle. When the timer crosses the at-risk threshold, the runtime emits a CaseSlaAtRisk event (or StageSlaAtRisk for stage-level SLAs); your escalation rule listens for that event and runs the configured action.

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.

Step 4: defining breach escalation rules​

Breach escalations are rules that fire on the CaseSlaBreached / StageSlaBreached internal events, emitted when the SLA timer expires.

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.

Step 5: using pause and resume to manage SLA timers​

SLA timers are not paused automatically. A case waiting on external input, such as a customer response, keeps accruing SLA time until you pause it explicitly.

Pause the case instance when it is waiting on external input, and resume it when the case becomes actionable again.

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.
Note:
  • Pause and Resume are operator-level actions available in Case Instance Management.
  • SLA timers resume from the elapsed point — they do not reset to zero.

Step 6: validating and publishing​

  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.

Expected outcome​

After completing these steps:

  • 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.

Use case example​

Scenario: Property insurance claims processing with four stages.

LevelSLA TargetAt-Risk ThresholdAt-Risk ActionBreach Action
Case48 business hours80% (≈ 38.4 hours)Notify case owner and supervisorNotify management, create priority flag
Intake4 hours80% (≈ 3.2 hours)Notify intake team leadReassign to senior intake worker
Review24 hours80% (≈ 19.2 hours)Notify claims officerReassign to senior adjuster, notify management
Settlement12 hours80% (≈ 9.6 hours)Notify settlement team leadEscalate to finance manager

In this configuration, if the Review stage runs for more than 19.2 hours, the at-risk rule notifies the claims officer. If the stage exceeds 24 hours, the breach rule reassigns the case to a senior adjuster and notifies management.

Troubleshooting​

IssuePossible CauseResolution
SLA badges do not appear in the Case AppThe case plan was published before SLA configuration was addedRepublish the case plan with SLA settings and redeploy
At-risk notification not triggeredThe at-risk threshold percentage is set too high (for example, 99%)Lower the threshold to a practical value such as 80%
SLA timer continues while case is blocked on external inputThe case instance was not pausedUse Pause in Case Instance Management to suspend the SLA timer
SLA timers reset to zero after resumeUnexpected behavior — timers should resume from the elapsed pointContact UiPath Support if this occurs, as this may indicate a platform issue
Breach escalation does not reassign the taskNo recipient or reassignment target was configured in the breach ruleEdit the breach escalation rule and specify the target worker or team

Limitations​

  • 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.

Next steps​

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