Installed with Service Level Management

Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.

Tables installed with Service Level Management

Service Level Management adds or modifies the following tables.

Table 1. Tables for Service Level Management
Display name [Table name] Description
SLA Definition [contract_sla] Provides the conditions, duration, and schedule for an SLA Definition.
SLA Conditions [sla_condition_class] Defines how the conditions in the SLA Definition are used to determine the transitions between different stages of each task SLA.
SLA Repair Log[sla_repair_log] Used to provide a log of when the SLA Repair function is set to action.
SLA Repair Log Entry [sla_repair_log_entry] Extends syslog and stores the before or after values of a task SLA record that has been repaired.
Task SLA [task_sla] Associates a task with the SLA Definition that applies to it.

Properties installed with Service Level Management

Service Level Management adds the following system properties.

Table 2. Service Level Agreement properties
Name Description
SLA Engine properties Core SLA properties.

See SLA engine properties for details.

SLA Logging properties Properties to configure SLA logging

See SLA logging properties for details.

SLA Repair properties Properties to configure SLA repair functions.

See SLA repair properties for details.

UI actions installed with Service Level Management

Service Level Management adds the following UI actions.

Table 3. Service Level Agreement UI actions
UI action Tables Description
Refresh Task SLA [task_sla] Calculates up to date timing information for the task SLA and then reloads the form.
Show Workflow Task SLA [task_sla] Displays the workflow in a pop-up window.
Show Schedule SLA Definition [contract_sla] Displays the schedule in a calendar view in a new window or tab.
Show SLA Timeline Task SLA [task_sla]

List context menu

Displays a timeline visualization of the Task SLA including highlighting periods of pause time and when the SLA breaches.
Show SLA Timeline Task SLA [task_sla]

Form action

Displays a timeline visualization of the Task SLA including highlighting periods of pause time and when the SLA breaches.
Show SLA Timeline SLA Definition [contract_sla]

Form action

Opens the SLA timeline visualization form with no task record selected. The user can then choose which record to show the SLA timeline visualization for.
Show progress SLA Repair Log [sla_repair_log] Opens the progress dialog for an SLA repair that is still in progress.
Repair all filtered SLAs Task SLA [task_sla] Initiates a repair for all the task SLAs in the list.
Repair SLAs Task [task] Form action. Initiates a repair for all the task SLAs related to the task.
Repair SLAs Task [task] Available as a list action. Initiates a repair for the task SLAs that have been selected (checked). This is applicable to UI11 only.
Repair SLAs Task [task] Available as a list action. Initiates a repair for the task SLAs that have been selected (checked). This is applicable to UI16 only.
Repair Task SLA [task_sla] Form action. Initiates a repair for the task SLA record.
Repair SLAs Task SLA [task_sla] Available as a list action. Initiates a repair for the task SLAs that have been selected (checked).

UI policies installed with Service Level Management

Service Level Management adds the following UI policies.

Table 4. Service Level Agreement UI policies
UI policy Table Description
Show duration field SLA Definition [contract_sla] Hide/shows fields when the duration type is not specified.
Retroactive start SLA Definition [contract_sla] Shows set start to field when retroactive start is true.
Hide execution tracker SLA Repair Log [sla_repair_log] Unconditionally hide the execution tracker field.
Hide Pause time Task SLA [task_sla] Unconditionally hide the pause time field.

Script includes installed with Service Level Management

Service Level Management adds the following script includes.

Table 5. Script includes for service level management
Script include Description
SLAUIActions Determines whether a UI Action should be displayed or hidden for the SLA application and the tables it supports.
SLARepair Provides functions to repair SLAs based on records, filters or sys ids of records from the contract_sla, task_sla or task tables.
SLARepairLog Provides methods to record audit information about about the Task SLAs that are repaired by calls to SLARepair.
SLARepairAJAXProcessor Exposes an API which allows clients to invoke the Repair SLAs functionality and be notified once the repair has completed.
RepairTaskSLA Extensions of TaskSLA to allow for the changes necessary to repair SLAs without changing the normal SLA calculation process.
RepairTaskSLAController Extension of TaskSLAController to allow for the changes necessary to repair SLAs without changing the normal SLA calculation process.
TaskSLA An abstraction around a task_sla record that allows for transitioning it through its various states.
SLAWorkflowDuration Allows current to be configured as task or task_sla when the workflow duration is being calculated.
SLACalculatorNG Provides services to help calculate updates to task_sla records.
SLAMessage Provides services to generate the messages that get displayed on the task_sla form.
TaskSLAController Checks the SLA conditions and update the task_sla records and any related workflows.
TaskSLAworkflow Controls the task_sla workflow.
SLAConditionBase Base class of methods to test a contract_sla's conditions, at key points in the TaskSLA state machine.
TaskSLALogging A collection of helper methods suitable for use for task_sla logging purposes.
SLAvalidation Provides a set of functions which allow the Caller to validate particular characteristics of their SLA records.
SLAProperties Provides helper methods to test and set various SLA properties.
SLACalculator Provides functions that calculate updated values for task_sla records.
SLABreachChange A collection of methods to update SLA state values when the Breached Compatibility system property is changed.
SLAEngineChange Provides functions to help update records when the SLA engine switches between version 2010 and version 2011.
SLATimezone A collection of helper functions to convert SLA timezone choice values into actual timezone value.
SLASchedule A collection of helper functions to convert SLA schedule choice values into actual Schedule record values.
SLAConditionSimple A simple variation of SLAConditionBase that interprets conditions and logs when a task_sla is attached, reattached, or canceled.
SLADefinitionSNC Default implementation for SLA Definition functions.
SLADefinition Contains functions pertaining to SLA Definitions.
SLADefinitionAJAX Provides AJAX functions for the SLA Definition contract_sla table.
RepairTaskSLAWorkflow Extension of TaskSLAWorkflow to allow for the changes necessary to repair SLAs without changing the normal SLA calculation process.
SLARepairProperties A set of actions executed when SLA Repair properties are changed.

Client scripts installed with Service Level Management

Service Level Management adds the following client scripts.

Table 6. Client scripts for Service Level Management
Client script Table Description
Form message - Example end time SLA Definition

[contract_sla]

duration

Displays an information message providing an example breach time based on the values in the definition.
Form message - Example end time SLA Definition

[contract_sla]

duration type

Displays an information message providing an example breach time based on the values in the definition.
Form message - Example end time SLA Definition

[contract_sla]

schedule

Displays an information message on the schedule field when the schedule is changed.
Form message - Example end time SLA Definition [contract_sla] Displays an information message providing an example breach time based on the values in the definition.
Field Message - Pause condition SLA Definition

[contract_sla]

Duration type

Displays an information message on the Pause condition field when Duration type is not a user specified duration.
Field Message - Schedule SLA Definition

[contract_sla]

Schedule

Displays an information message on the schedule field when it is empty.
Field messages Task SLA

[task_sla]

Displays an information message on the stage field with the pause time when a task SLA is paused.

Business rules installed with Service Level Management

Service Level Management adds the following business rules.

Table 7. 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.

Email notifications installed with Service Level Management

Email notifications

Service level Management uses the following email notifications.
Table 8. Email notifications for Service Level Management
Name Description
SLA warning Used to send a warning message as an SLA approaches the breach time.
SLA breached Used to send a warning message when an SLA breaches.
SLA Repair Complete Sends an email when an SLA Repair job completes which includes a link to the repair log record.

Scheduled jobs installed with Service Level Management

Scheduled jobs

Service Level Management adds the following scheduled jobs.
Table 9. Scheduled jobs for Service Level Management
Scheduled job Description
SLA update (already breached) Refreshes the timings in task SLA records that have already breached. This is limited to task SLAs where the breach time is within the last 365 days. This job runs once a day.
SLA update (breach after 30 days) Refreshes the timings in task SLA records where the breach time is more than 30 days away. This is limited to task SLA records where the breach time is within the next 365 days. This job runs every 5 days.
SLA update (breach within 1 day) Refreshes the timings in task SLA records where the breach time is more than 1 hour away and less than 24 hours away. This job runs every hour.
SLA update (breach within 1 hour) Refreshes the timings in task SLA records where the breach time is more than 10 minutes away and less than 1 hours away. This job runs every 10 minutes.
SLA update (breach within 10 min) Refreshes the timings in task SLA records where the breach time is in the next 10 minutes This job runs every minute.
SLA update (breach within 30 days) Refreshes the timings in task SLA records where the breach time is more than 1 day away and less than 30 days away. This job runs once a day.

Workflows installed with Service Level Management

Workflows

Service Level Management adds the following workflows.
Table 10. Workflows for Service Level Management
Workflow Description
Default SLA workflow Sends notifications at various check points of the SLA's life span to notify the assignee of the duration left before it has breached. This workflow is also configured to work with the SLA Repair functionality to skip notifications being sent on a repair of SLAs.
Note: This workflow is used by default for new instances.
Default SLA Repair workflow This workflow is designed to work with the SLA Repair functions for upgraded instances where the default SLA workflow may have been customized. It is equivalent to the default SLA workflow with the addition of repair conditions on certain activities. The repair conditions will skip notifications being sent for an SLA that is being repaired.
Note: The SLA repair function uses this workflow by default for upgraded instances because the Default SLA workflow may have been customized.