SLA duration types

You can select one of two SLA durations types to define the length of time within which a task must be completed before the SLA is breached. If an SLA schedule is defined, the duration works in conjunction with the schedule. When you define an SLA, you can select either a user specified duration or a relative duration.

If a schedule is selected in the SLA definition, the SLA duration will work in conjunction with the SLA schedule. For example, an SLA might have a user-specified duration of 16 hours with the schedule as 8-5 weekdays. If this SLA starts to run for a task on at 8:00 am, then it will breach on at 5:00 pm.

User Specified Duration

Specifies a static duration period, such as 8 hours, often in conjunction with a business schedule. You can specify the length of time an SLA must run before it is marked as breached.

In the Duration type field, select User specified durationand specify the length of time in days, hours, minutes, and seconds the SLA must run before it is marked as breached.
Note: The number of days specified in the Duration field are converted to 24 hour blocks.

Each time you set a duration, an example breach time information message displays at the top of the form. This is meant to help you understand how the breach date is calculated. For example, if the current date is January 1, 2015, time is 10:30 am, and the duration is set to 10 hours and no schedule has been selected, then the following information message displays: An SLA starting now will end breach on 2015-01-01 20:30 (Actual elapsed time: 10 Hours).

Relative duration

Specifies a duration relative to the start time of the task SLA and is defined using a script, such as End of next business day.

You can use relative duration within service level management in the following ways:
  • Specify a relative duration
  • Relative duration usage scenarios

From the list of available relative durations in the Duration type field, select an option such as Next business day by 4 pm or End of next business day.

When you select a relative duration such as Next business day by 4pm, the Relative duration works on field displays. This enables you to specify the record against which the relative duration should be calculated. You can select to use Task record or SLA record and the one you select will be available as current for the relative duration script.
Note: The example breach date information message is not displayed if a relative duration is selected.

If your task record has a target date and time field, you can create an SLA with a relative duration based on that field.

Note: Pause conditions are not compatible with relative durations.

Relative duration usage scenarios

You can use relative durations such as Next business day by 4pm for incident tasks to determine resolution time for an incident that is logged prior to 10 am the current day. The script for this default relative duration will not only set the SLA breach time to 4 pm the following day, but also adds 1 more day to this if the current time is after 10 am.

Relative duration usage scenarios

Specifies a duration relative to the start time of the task SLA and is defined using a script, such as End of next business day.