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Set deadlines on the workflow

Select the Operation Task node on the Canvas. Set a duration, calendar time or business hours, and an early warning as needed. For business hours, configure the time zone, working hours, and holidays. To escalate breaches, configure email recipients and the direct manager option as appropriate. Publish and test the workflow version. The clock starts when a task is active and ready to work. For example, a task activated outside working hours with a 60-business-minute SLA uses time in the next working shift. Blocked records an impediment. Authorized users can choose Pause and Resume to manage the clock. A clock that has breached retains its breach record.

Read the report

Open Management → Team Queue report. Owners and members with report access can monitor the organization scope. Direct managers see the work within their staff scope. The report shows total tasks, Open, In progress, Blocked, Completed/closed, SLA breaches, and average resolution time. Filter by category, status, requester, staff member, or date range. Average resolution time measures elapsed calendar time from activation to completion, including time in the queue. Use SLA status to assess deadlines. Work on a task