{"id":77282,"date":"2021-02-18T16:45:30","date_gmt":"2021-02-18T07:45:30","guid":{"rendered":"https:\/\/support.questetra.com\/developer-blog\/sla-credits-issuance-flow-20160201\/"},"modified":"2024-09-18T15:10:06","modified_gmt":"2024-09-18T06:10:06","slug":"sla-credits-issuance-flow-20160201","status":"publish","type":"post","link":"https:\/\/support.questetra.com\/en\/templates\/sla-credits-issuance-flow-20160201\/","title":{"rendered":"SLA Credits Issuance Flow"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><div class=\"su-box su-box-style-soft\" id=\"\" style=\"border-color:#44bbbb;border-radius:0px;max-width:none\"><div class=\"su-box-title\" style=\"background-color:#77eeee;color:#000000;border-top-left-radius:0px;border-top-right-radius:0px\">SLA Credits Issuance Flow<\/div><div class=\"su-box-content su-u-clearfix su-u-trim\" style=\"border-bottom-left-radius:0px;border-bottom-right-radius:0px\">Accepts reduction claims from customers and issues service credits based on the SLA (Service Level Agreement). When there is an application via the web form the Workflow is initiated, and the Service Operation manager confirms the results at the [2. Downtime Confirmation] Step. If it does not meet the SLA a service credit will be issued and automatic response email will be sent.<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1\" data-anchor=\"nodes\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>BPMN Nodes<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<ul class=\"wp-block-list fa-ul\">\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"far fa-rectangle-landscape fa-lg\" style=\"color:#4a86e8;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">2<\/span><\/span><\/span> <strong>1. Confirm the Claim<\/strong> The person in charge confirms the application contents from the Web form.<\/li>\n\n\n\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"far fa-rectangle-landscape fa-lg\" style=\"color:#4a86e8;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">7<\/span><\/span><\/span> <strong>2. Downtime Confirmation<\/strong> The person in charge confirms the service downtime.<\/li>\n\n\n\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"far fa-rectangle-landscape fa-lg\" style=\"color:#4a86e8;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">8<\/span><\/span><\/span> <strong>3. Credit issuance\/Create answer<\/strong> The person in charge calculates the compensation amount from the service downtime and creates a reply email.<\/li>\n\n\n\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"fal fa-rectangle-landscape fa-lg\" style=\"color:#666666;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">5<\/span><\/span><\/span> <strong>x1. Primary response time record<\/strong> The system sets the time at the time in the Data Item.<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1 su-spoiler-closed\" data-anchor=\"diagram\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>Workflow Diagram (click to open)<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"535\" data-attachment-id=\"102102\" data-permalink=\"https:\/\/support.questetra.com\/en\/templates\/sla-credits-issuance-flow-20160201\/attachment\/sla-credits-issuance-flow-20160201-220-en\/\" data-orig-file=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en.png?fit=1232%2C644&amp;ssl=1\" data-orig-size=\"1232,644\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"sla-credits-issuance-flow-20160201-220-en\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en.png?fit=1024%2C535&amp;ssl=1\" src=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en-1024x535.png?resize=1024%2C535&#038;ssl=1\" alt=\"\" class=\"wp-image-102102\" srcset=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en.png?resize=1024%2C535&amp;ssl=1 1024w, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en.png?resize=768%2C401&amp;ssl=1 768w, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/sla-credits-issuance-flow-20160201-220-en.png?w=1232&amp;ssl=1 1232w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>BPMN Icons\n<ul class=\"wp-block-list\">\n<li>Start Event<\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/message-start-event-form\/\" target=\"_blank\" rel=\"noreferrer noopener\">Message Start Event (form)<\/a><\/li>\n\n\n\n<li>End Event<\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/inclusive-gateway\/\" target=\"_blank\" rel=\"noreferrer noopener\">OR Gateway<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/throwing-message-intermediate-event-email\/\" target=\"_blank\" rel=\"noreferrer noopener\">Throwing Message Intermediate Event (email)<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/human-task\/\" target=\"_blank\" rel=\"noreferrer noopener\">Human Task<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/service-task-data-assignment\/\" target=\"_blank\" rel=\"noreferrer noopener\">Update Data<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1 su-spoiler-closed\" data-anchor=\"vars\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>Variables (click to open)<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n<ul class=\"fa-ul\">\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Contents of Claim =<\/strong> <span style=\"font-style:italic;\"> 0<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Organization Name<\/strong> <span style=\"font-style:italic;\">q_Organization 1<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Contract ID or URL<\/strong> <span style=\"font-style:italic;\">q_ID 2<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Department Name<\/strong> <span style=\"font-style:italic;\">q_Department 3<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>User Name<\/strong> <span style=\"font-style:italic;\">q_User 4<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Email Address<\/strong> <span style=\"font-style:italic;\">q_Email 5<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Phone Number<\/strong> <span style=\"font-style:italic;\">q_Phone 6<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>Remarks<\/strong> <span style=\"font-style:italic;\">q_Remarks 7<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-copy fa-lg\" style=\"color:#04B404;\" title=\"File\"><\/i><\/span> <strong>Attachment<\/strong> <span style=\"font-style:italic;\">q_Attachment 8<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Internal Record =<\/strong> <span style=\"font-style:italic;\"> 9<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-clock fa-lg\" style=\"color:#5FB404;\" title=\"Datetime\"><\/i><\/span> <strong>Accepted Time<\/strong> <span style=\"font-style:italic;\">q_Accepted 10<\/span>:  <span style=\"color:#9DCCE0;\">processInstanceStartDatetime<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-clock fa-lg\" style=\"color:#5FB404;\" title=\"Datetime\"><\/i><\/span> <strong>Primary response time<\/strong> <span style=\"font-style:italic;\">q_Primary 11<\/span>: Automatically set at x1<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-clock fa-lg\" style=\"color:#5FB404;\" title=\"Datetime\"><\/i><\/span> <strong>Final reply time<\/strong> <span style=\"font-style:italic;\">q_Time 12<\/span>: The processing completion time of &#8220;3. Credit issuance\/Create answer&#8221; is automatically set<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-calendar-alt fa-lg\" style=\"color:#5FB404;\" title=\"Date (Y\/M)\"><\/i><\/span> <strong>Year-Month<\/strong> <span style=\"font-style:italic;\">q_Year 13<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Downtime<\/strong> <span style=\"font-style:italic;\">q_Downtime 14<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-comments fa-lg\" style=\"color:#045FB4;\" title=\"Discussion\"><\/i><\/span> <strong>Memo<\/strong> <span style=\"font-style:italic;\">q_Memo 15<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Primary response =<\/strong> <span style=\"font-style:italic;\"> 16<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Radio Button)\"><\/i><\/span> <strong>Necessity of Primary response<\/strong> <span style=\"font-style:italic;\">q_Necessity 17<\/span>:  <span style=\"color:#9DCCE0;\">Not need<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>Primary response Body<\/strong> <span style=\"font-style:italic;\">q_Response 18<\/span>:  <span style=\"color:#9DCCE0;\">Thank you for contacting us.<br \/>\nWe will answer your claim as soon as we confirmed the event.<br \/>\nPlease be patient.<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Final Reply =<\/strong> <span style=\"font-style:italic;\"> 19<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>Final Reply Body<\/strong> <span style=\"font-style:italic;\">q_Reply 20<\/span>:  <span style=\"color:#9DCCE0;\">We deeply apologize for your inconvenience.<br \/>\nWe are going to issue Service Credit as follows.<\/p>\n<p>\u3000SC-ID\uff1a \u25cf\u25cf\u25cf<br \/>\n\u3000\u3000$ \u25cf\u25cf\u25cf <\/p>\n<p>* It will be automatically applied at the next billing.<\/span><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-cloud-download-alt\"><\/i> Download<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/qbpms-app-archive.s3.ap-northeast-1.amazonaws.com\/online-demo-en-backup\/m113-SLA_Credits_Issuance_Flow.qar\">SLA_Credits_Issuance_Flow.qar<\/a> (Latest)<\/li>\n\n\n\n<li><a href=\"https:\/\/drive.google.com\/uc?id=1hWn_KTGsKIi5HhrypXBAHU3UbsYI7buZ&amp;export=download\" target=\"_blank\" rel=\"noreferrer noopener\">sla-credits-issuance-flow-20160201-220-en.qar<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"has-text-align-right has-small-font-size wp-block-paragraph\"><i class=\"fal fa-info-circle\"><\/i> Available for <span style=\"color:#e06666\" class=\"has-inline-color\"><strong>Advanced<\/strong><\/span> and <span style=\"color:#4a86e8\" class=\"has-inline-color\"><strong>Professional<\/strong><\/span> edition.<\/p>\n\n\n<div class=\"su-divider su-divider-style-dashed\" style=\"margin:30px 0;border-width:8px;border-color:#009900\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-lightbulb-exclamation\"><\/i> Notes<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You need to associate the Swimlane settings according to your organizational structure upon import<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-balance-scale\"><\/i> See also<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Scenario: <a href=\"https:\/\/en.workflow-sample.net\/2016\/02\/sla-claim.html\" target=\"_blank\" rel=\"noreferrer noopener\">Episode 468: Issuance of Service Credit on SLA<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360052780932-Settings-Required-When-Importing-an-Archive\" target=\"_blank\" rel=\"noreferrer noopener\">Settings Required When Importing an Archive<\/a><\/li>\n\n\n\n<li>Manual: <a href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002245412-M220\" target=\"_blank\" rel=\"noreferrer noopener\">M220: Auto Start Triggered by Public Web Form Entry<\/a><\/li>\n\n\n\n<li>Manual: <a href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002245532-M224\" target=\"_blank\" rel=\"noreferrer noopener\">M224: Auto Sending of Email with Business Data Inserted<\/a><\/li>\n\n\n\n<li>Reference: <a href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360024571231-R2170-Limitation-on-the-Number-of-Running-Processes\" target=\"_blank\" rel=\"noreferrer noopener\">R2170: Limitation on the Number of Running Processes<\/a><\/li>\n\n\n\n<li>Blog: <a href=\"https:\/\/support.questetra.com\/en\/developer-blog\/message-start-event-http-browser\/\" target=\"_blank\" rel=\"noreferrer noopener\">Starting a Process from Outside of Questetra BPM Suite (Preparatory Chapter)<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Accepts reduction claims based on SLA (Service Level Agreement) from customers and issues service credits. When there is an application via the Web form, the Workflow is Started, and the Service Operation manager confirms the results at the Step of [2. Downtime Confirmation]. If it does not meet the SLA, a service credit will be issued and automatically sends the response by 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