What is SLA Tracking?
For every document matched by a reminder rule, the engine maintains an Approval SLA Record that tracks how long the document has been pending and whether it has breached your configured SLA threshold.
SLA Record Fields
| Field | Description |
|---|---|
| Document Type | The DocType of the monitored document |
| Document Name | The name/ID of the specific document |
| Workflow State | The workflow state at the time of the last SLA update |
| Assigned User | The resolved approver at the time of the last update |
| Document Created On | When the original document was created |
| Entered State On | When the document entered the current workflow state |
| Days Pending | Calculated pending duration (2 decimal precision) |
| SLA Breached | True if Days Pending exceeds the SLA Threshold Days from Settings |
| Approval Date | Populated when the document moves out of the pending state (approved or rejected) |
How SLA Records are Updated
- Upsert on each scheduler run — Every time the engine processes a document, it updates (or creates) the SLA record with the latest pending duration and breach status.
- Closed on approval — When a document transitions away from a pending state (approved, rejected, cancelled), the engine closes the SLA record and stamps the Approval Date.
SLA Threshold
The SLA threshold is set globally in Approval Reminder Settings > SLA Threshold (Days). It applies to all rules. A document is flagged as SLA Breached when its Days Pending value exceeds this threshold.
Viewing SLA Breaches
Use the built-in SLA Breach report (see Reports article) to see all documents currently in breach. The dashboard also shows the total breach count as a KPI.