SLA timeline tutorial: evaluate duplicate task SLA records

Task SLAs are completed in a variety of scenarios. You must look at the start, reset, and complete conditions to determine the reason a task SLA is completed.

Before you begin

Role required: admin

About this task

To investigate the reason for the duplication of the second and third task SLA record, the Task SLA record Priority 2 resolution (8 hours), 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 duplication with the following details:

Procedure

  1. Point to the last blue dot in the timeline for the SLA to view the status of the two duplicate SLA records.
    Task SLA record Status
    Task SLA record Priority 2 resolution (Task SLA 1) Complete: Reset SLA condition matched along with the fields that were changed and their new values as shown in the screenshot below.
    Task SLA record Priority 2 resolution (Task SLA 2) Complete: Stop SLA conditions matched along with the fields that were changed and their new values as shown in the screenshot below.
    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.
  2. Note the time when the task SLA completed and view the incident notes for the same time period.
    Task SLA record Incident note
    Task SLA record Priority 2 resolution (Task SLA 1) The incident notes show that the assignment group was updated during that time from Database to Hardware.
    Task SLA record Priority 2 resolution (Task SLA 2) The incident notes show that the incident was resolved during that time.
  3. View the conditions defined for the Priority 2 resolution (8 hours) SLA definition.
    Task SLA record Conditions match and consequence
    Task SLA record Priority 2 resolution (Task SLA 1) The screenshot below displays both the start and reset conditions defined for the Priority 2 resolution (8 hours) SLA definition, which confirms that the SLA will be completed and a new SLA will be attached if all of the conditions are met. In the case of INC0010003, the start conditions still matched, however, the reset conditions also matched at the same time when the assignment group was changed to Hardware. This caused the Task SLA 1 to complete and the new Task SLA 2 to attach.
    Task SLA record Priority 2 resolution (Task SLA 2) The screenshot below displays the stop conditions defined for the Priority 2 resolution (8 hours) SLA definition, which confirms that the SLA will be completed if all of the conditions are met. In the case of INC0010003, the stop conditions matched when the incident was set to Resolved state causing the Task SLA 2 to complete.