Business rules installed with Service Level Management

Service Level Management adds the following business rules.

Table 1. Business rules for Service Level Management
Business rule name Table Description
SLA Definition Empty Schedule Warning SLA Definition [contract_sla] Display an error message if no active entries in the definition’s schedule or child schedules.
SLA Workflow Condition Check SLA Definition [contract_sla] Display an error message if the definition has a workflow with a condition type or a condition set.
Pause SLA Task SLA [task_sla] Sets the pause time for the task_sla record and deletes all sys_trigger records associated with it.
Resume SLA Task SLA [task_sla] Sets the pause duration and clears out the pause time for the task_sla record.
Resume Workflow Task SLA [task_sla] Broadcasts an event to resume the current workflow.
Run SLA calculation Task SLA [task_sla] Performs a recalculation of the timings for a task SLA record.
Task SLA Empty Schedule Warning Task SLA [task_sla] Display an error message if neither the task_sla record’s schedule or child schedules contain any active entries.
SLA Engine version changed System Property [sys_properties] Update SLA Engine business rules, and SLA triggers, when the SLA Engine version is changed.
SLA Breach compatibility validate change System Property [sys_properties] Ensure that the 2011 SLA Engine breach compatibility property change is valid.
SLA Repair enabled flag changed System Property [sys_properties] When the "Enable SLA Repair" property is changed make the appropriate updates to enable/disable the UI actions and modules associated with SLA Repair.
SLA Breach compatibility option changed System Property [sys_properties] Update SLA stage values appropriately, when the 2011 SLA Engine breach compatibility property has been changed.
SLA Engine version validate change System Property [sys_properties] Ensure that the SLA Engine version property change is valid.
SLA Repair validate workflow name change System Property [sys_properties] Ensure that the workflow name specified in the repair workflow property is valid.
Calc SLAs on Display Task [task] Recalculates the task SLA records when a task's form is displayed and system property "glide.sla.calculate_on_display" is true.
Process SLAs Task [task] Creates new task SLAs and then processes all active SLAs for the task. This applies to the 2010 engine only.
Run SLAs Task [task] Executes the run function of TaskSLAController to create new Task SLAs and then process the existing ones for the Task. This applies to the 2011 engine only.
SLA Workflow Condition Type Workflow Version [wf_workflow_version] If the workflow is for task SLAs, then set the condition type field empty.
SLA Workflow Condition Check Workflow Version [wf_workflow_version] Display an error message if the workflow is for task SLAs and has either a condition type or a condition set.
Cancel trigger Task SLA [task_sla] Deletes all the sys_trigger records associated with the task_sla record.
Pause Workflow Task SLA [task_sla] Broadcasts an event to pause the current workflow.
Set planned end time Task SLA [task_sla] Calculates and sets a new planned end time for the task_sla record and inserts a new sys_trigger job that will set the task_sla stage when the breach time is reached.
Start Workflow Task SLA [task_sla] Creates a new workflow that is associated with the task_sla record.
Stop Workflow Task SLA [task_sla]- Cancels the current workflow associated with the task_sla record.