||An identifying name for the SLA.
||The type of agreement being defined:
SLA, OLA, or
Underpinning contract. This is used
for informational purposes and does not affect the
behavior of the SLA.
||The table whose records will be tracked by this SLA.
This must be a table that extends the Task table, such
as Incident [incident].
||The SLA workflow that determines what activities
occur in response to the SLA. Workflows are typically
used to create events which send off
||Check box to enable logging for
before and after
values when updating an SLA using this definition.
||Whether a user-specified duration or a relative
duration such as End of next business
day is used to calculate the duration of
||The length of time the SLA runs before it is marked
These fields appear when User
specified duration is selected from
the Duration type
|Relative duration works on
||Whether task or SLA records are used to calculate the
These fields appear when a
relative duration is selected from the
||The hours during which the SLA timer runs. The
schedule can be taken from SLA definitions or from CIs,
as defined on the SLA Engine properties page.
||Used in conjunction with the
Schedule field. The time zone
is used to determine when work has failed to be
performed within the terms of the SLA (that is, the SLA
|Start condition, Stop condition, Pause condition,
||Conditions for starting, stopping, pausing, and
resetting the SLA. These conditions control the process
flow for created SLAs. For example, when the
Start condition is met, an
SLA record is attached to the relevant task, and the SLA
timer then starts.