SLA timeline tutorial: evaluate canceled task SLA record

Task SLAs are canceled when the task no longer meets the start conditions defined in the SLA definition.

Before you begin

Role required: admin

About this task

To investigate the reason for the cancellation of the task SLA record for Priority 3 resolution, you can open the SLA timeline.

You can further understand the details represented in the SLA timeline. After you have viewed the details presented in the timeline view, you can determine the cause of the cancellation with the following details:

Procedure

  1. Point to the last blue dot in the timeline to get the details when the task SLA was canceled.

    The information displayed when you point to the last blue dot confirms that the cancel SLA condition matched. It also displays the fields that were changed and their new values.

    Note: When you point to the blue dot, the SLA timeline also displays the time of the update in the time bar at the bottom of the form. In this case, the time of the update is November 13, 2015 at 15:32 hours.
  2. Note the time period when the task SLA canceled.
    The incident notes show that the incident priority was increased during that time, which was noted as November 13, 2015 at 15:32 hours, from priority 3 to priority 2 per the customer’s request.
    Incident history
  3. View the start conditions defined for the Priority 3 resolution (1 day) SLA definition, which generated the task SLA record.

    The Priority 3 resolution (1 day) SLA definition specifies that the SLA will be canceled if one of the start conditions is not met. In the case of INC0010003, one of the start conditions is not met when the priority was updated to P2, causing the task SLA to cancel.