SLA timeline tutorial 1

This tutorial provides an example of using the SLA timeline to determine the reasons an SLA attaches, pauses, cancels, or resets.

About this task

Consider the following scenario:
You are viewing the details of INC0010003 and the following three task SLA records that are attached to the incident:
  1. Task SLA record Priority 3 resolution- Canceled
  2. Task SLA record Priority 2 resolution- Complete
  3. Task SLA record Priority 2 resolution- Complete

View the SLA timeline to determine the reason for the cancellation of task SLA for Priority 3 resolution and the duplication of task SLAs for Priority 2 resolution.