SLA timeline tutorial 2: evaluate paused task SLA record

Task SLAs continue to be executed and completed in a variety of scenarios. You must look at the start, pause, resume, and cancel conditions to determine the reasons a task SLA journeys through these stages.

Before you begin

Role required: admin

About this task

To investigate the reason for the execution of the ACME P3 resolution task SLA record, 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 reason this task SLA has paused, resumed, and paused again after getting attached with the following details.

Procedure

  1. To investigate the reason why the SLA attached:
    1. Point to the first blue dot in the SLA’s timeline when the first time span starts to view the details when the SLA was attached.
      The information displayed when you point to the first blue dot confirms that the attach SLA condition rule 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 March 1, 2016 at 12:10 hours.
    2. Note the time period when the task SLA attached.
      The incident notes show that the assignment group changed to ACME support during that time, which was noted as March 1, 2016 at 12:10 hours.
    3. View the start conditions defined for the ACME P3 resolution SLA definition, which generated the task SLA record.
      The ACME P3 resolution SLA definition specifies that the SLA will attach if the assignment group is ACME support.
  2. To investigate the reason why the SLA paused:
    1. Point to the blue dot in the SLA’s timeline when the timeline has paused to view the reasons for the SLA's pause.
      The information displayed when you point to the relevant blue dot confirms that the pause 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 March 1, 2016 at 15:58 hours.
    2. Note the time period when the task SLA paused.
      The incident notes show that the assignment group changed to Service Desk during that time, which was noted as March 1, 2016 at 15:58 hours.
    3. View the pause conditions defined for the ACME P3 resolution SLA definition, which generated the task SLA record.
      The ACME P3 resolution SLA definition specifies that the SLA will pause if the assignment group is not ACME support.
      Note: In this case, ACME P3 resolution task SLA continues to execute despite the start conditions no longer matching because the specified cancel condition did not match for it to cancel.
  3. To investigate the reason why the SLA resumed:
    1. Point to the blue dot in the SLA’s timeline when the timeline resumed, from Paused to In Progress state, to view the reasons for the resumption.
      The information displayed when you point to the relevant blue dot confirms that the resume 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 March 2, 2016 at 10:03 hours.
    2. Note the time period when the task SLA resumed.
      The incident notes show that the assignment group changed to ACME Support during that time, which was noted as March 2, 2016 at 10:03 hours.
    3. View the resume conditions defined for the ACME P3 resolution SLA definition, which generated the task SLA record.
      The ACME P3 resolution SLA definition specifies that the SLA will resume when the pause condition is no longer met. In this case, the pause condition no longer met being the assignment group is not ACME support.
  4. To investigate the reason why the SLA paused again:
    1. Point to the blue dot in the SLA’s timeline when the timeline has paused again, from In Progress state to Paused, to view the reasons for the SLA pausing again.
      The information displayed when you point to the relevant blue dot confirms that the pause 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 March 2, 2016 at 13:22 hours.
    2. Note the time period when the task SLA paused again.
      The incident notes show that the incident state changed to Resolved during that time, which was noted as March 2, 2016 at 13:22 hours.
    3. View the pause conditions defined for the ACME P3 resolution SLA definition, which generated the task SLA record.
      The ACME P3 resolution SLA definition specifies that the SLA will pause when the incident state is Resolved.