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SLA transitions

SLA transitions

SLA records pass through a series of transitions during processing.

The following transitions exist for an SLA:

  • Attach: when an SLA is created and bound to a task.
  • Pause: when an SLA should temporarily stop tracking time.
  • Complete: when an SLA is marked complete.
  • Reattach: when an SLA is marked completed and a new copy is reapplied.
  • Cancel: when an SLA is cancelled.
Figure 1. SLA Conditions Methods

Each of these conditions is defined as a method within a Script Include, referenced by an SLA Conditions Rule record.