Contents IT Service Management Previous Topic Next Topic SLA calculation ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Other Share SLA calculation SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background. The mechanisms that control SLA Workflow and SLA Automation are independent of each other. You may have a requirement to send out email notifications from the SLA Workflow displaying the current elapsed percentage of the SLA. However, this does not work because using percentage in a notification only displays the most recently calculated value of the Task SLA. This results in inaccurate values sent out in email when using SLA calculated values in a Task SLA email notification.One solution is to specify elapsed percentage in SLA notifications by using notifications for each percentage level. For example, an email notification for "75 percent SLA Warning" is created and a special event is used to trigger that notification. The event can be called "sla.warning.75". Another solution is hard-coding these email notifications to trigger at a specified duration percentage, and configure the workflow linked to that SLA definition to send an email notification after waiting an elapsed percentage. Run the 2011 SLA engine asynchronouslyBy default in the 2011 engine, the Run SLAs business rule runs synchronously after a task is changed and evaluates the conditions for transitioning the SLA state. Recalculate SLA times automaticallyBy default when a user opens a task, the SLA timing information for that task is not automatically recalculated.Use exact times in SLA calculationsWhen business percentages are used for SLA calculations, they are rounded up to two decimal places. On this page Send Feedback Previous Topic Next Topic
SLA calculation SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background. The mechanisms that control SLA Workflow and SLA Automation are independent of each other. You may have a requirement to send out email notifications from the SLA Workflow displaying the current elapsed percentage of the SLA. However, this does not work because using percentage in a notification only displays the most recently calculated value of the Task SLA. This results in inaccurate values sent out in email when using SLA calculated values in a Task SLA email notification.One solution is to specify elapsed percentage in SLA notifications by using notifications for each percentage level. For example, an email notification for "75 percent SLA Warning" is created and a special event is used to trigger that notification. The event can be called "sla.warning.75". Another solution is hard-coding these email notifications to trigger at a specified duration percentage, and configure the workflow linked to that SLA definition to send an email notification after waiting an elapsed percentage. Run the 2011 SLA engine asynchronouslyBy default in the 2011 engine, the Run SLAs business rule runs synchronously after a task is changed and evaluates the conditions for transitioning the SLA state. Recalculate SLA times automaticallyBy default when a user opens a task, the SLA timing information for that task is not automatically recalculated.Use exact times in SLA calculationsWhen business percentages are used for SLA calculations, they are rounded up to two decimal places.
SLA calculation SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background. The mechanisms that control SLA Workflow and SLA Automation are independent of each other. You may have a requirement to send out email notifications from the SLA Workflow displaying the current elapsed percentage of the SLA. However, this does not work because using percentage in a notification only displays the most recently calculated value of the Task SLA. This results in inaccurate values sent out in email when using SLA calculated values in a Task SLA email notification.One solution is to specify elapsed percentage in SLA notifications by using notifications for each percentage level. For example, an email notification for "75 percent SLA Warning" is created and a special event is used to trigger that notification. The event can be called "sla.warning.75". Another solution is hard-coding these email notifications to trigger at a specified duration percentage, and configure the workflow linked to that SLA definition to send an email notification after waiting an elapsed percentage. Run the 2011 SLA engine asynchronouslyBy default in the 2011 engine, the Run SLAs business rule runs synchronously after a task is changed and evaluates the conditions for transitioning the SLA state. Recalculate SLA times automaticallyBy default when a user opens a task, the SLA timing information for that task is not automatically recalculated.Use exact times in SLA calculationsWhen business percentages are used for SLA calculations, they are rounded up to two decimal places.
