Process Thresholds
A service level agreement (SLA) can define requirements for process KPIs; these requirements can include thresholds. For example, the SLA could require that processing time must not exceed 5 (five) minutes. Thresholds are typically used to define an escalation path for given processes in the context of an SLA. You can assign thresholds to count, duration, or classification KPIs. If a threshold values is reached, a notification is created by generating a BOR event, which can lead to further processing, for example, a user notification.
Threshold values define a duration or a count that must not be exceeded, or a classification that must not be reached. If the value defined for a threshold is reached or exceeded, a notification BOR event is sent out. Additional actions such as work flows or alerts are defined by registration to this BOR event in the LEI.
A single threshold value is allowed for one process KPI. You define the threshold value at the KPI level in Customizing under Define Process Mode.
The threshold value can be different for process instances of a process definition, for example, if the value depends on the type (or importance) of customer involved in the process. For example, for customer A, the time allowed from order placement to delivery must not exceed 5 days; For customer B, the time allowed from order placement to delivery must be less than 2 days. You can configure this behavior by providing a business rule for each threshold specified in the process definition.
If the value defined for a threshold is passed or reached, a notification BOR event is generated. Additional actions such as work flows or alerts are defined by registration to this BOR event in the LEI.
Notification Events
A generic BOR event type POCPROCESS is triggered when the threshold is reached in order to provide the notification. The notification event type POCPROCESS contains the following information.
Attributes
Process instance (BOR object key)
Process Definition
Process Version
Event
Threshold_Reached
Event Parameters
KPIDefinition ID
KPI Value (Count/Duration/Classification)
KPI Duration Unit (Duration threshold only)
Threshold Value (Count/ Duration/ Classification)
Duration Threshod unit (Duration threshold only)
Activity Instance ID
Activity Type
BusinessObject ID
BOType
Process Viewer
In the Process Viewer, the Count KPI, Duration KPI, and Classification KPI tab pages display the defined threshold value in the Threshold column.
Process Monitor
On the Process Monitor screen, you can select the Threshold check box to ensure that the Process Monitor only displays processes which have exceeded their defined threshold.
If a process threshold is reached or exceeded, the KPI details tab page displays not only the threshold value defined for the given process but also a timestamp that indicates when the threshold was exceeded.