SLA conditions

SLA conditions determine when a task SLA record is attached, paused, reset, and completed.

On the SLA definition, you specify four conditions that are evaluated each time a task record is created or updated. For example, for an SLA to attach to a task, the start conditions must match and stop conditions must not match.

SLA conditions work in the following ways:

  • SLA conditions
  • SLA condition evaluation

SLA conditions

You can set four SLA conditions: start, pause, stop, reset.
Start condition
Enables you to define the conditions under which the SLA will be attached. If one or more of the specified start conditions change, then the SLA will be canceled.
  • Select Retroactive start to choose a date and time field from the task that will provide the start time of the task SLA. If you select the Retroactive start check box, the Set start to field appears offering the date and time fields available on the task type that this SLA definition applies to. For example if you select Retroactive start on a Priority 1 SLA definition and then choose Created in the Set start to field, then the SLA is attached with the start time being the date and time from the Created field on the Incident.
Pause condition
Enables you to define the conditions under which the SLA will suspend increasing elapsed time. If one or more of these conditions no longer match, then the elapsed time will continue to increase.
Stop condition
Enables you to define the conditions under which the SLA completes. If all of the specified stop conditions match, then the task SLA will complete regardless of whether it is breached.
Reset condition
Enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached. For a new SLA to be attached, the start condition must match.

SLA condition evaluation

Every task in the system is evaluated in the following order:
  • Process new SLAs-- Determine if a new SLA record must be attached to a task
  • Process existing SLA records attached to a task.
SLA conditions are evaluated in the following ways:
  • Attach if start condition matches and the stop condition doesn't match.
  • Complete if the stop condition matches.
  • Pause if the pause condition matches.
  • Reattach if both the reset and the start conditions match.
  • Cancel if the start condition no longer matches.

Consider this evaluation order when you create conditions. For example, if your Start condition is a subset of your Stop condition, the Stop condition will always match when the Start condition matches and the SLA will never attach. This includes processing any new SLAs that were just created.

Similarly, if your Pause condition is a subset of your Start condition, the SLA will attach but will permanently be in Paused state. As soon as the Pause condition does not match, the equivalent Start condition will also not match and that task SLA record will be cancelled.

In addition, if you create a SLA definition with a Start condition and a Pause condition that are mutually exclusive, your SLA will never pause but will always be canceled first. For example, for an SLA definition where the Start condition is State is one of "New, Active" and the Pause condition is State is "Awaiting User Info", when the Task is updated to state Awaiting User Info, the start condition will no longer match and the task SLA will be canceled.