Create an SLA definition

You can create one or more Service Level Agreement (SLA) definitions based on your organization's requirements.

  1. Navigate to Service Level Management > SLA > SLA Definitions.
  2. Click New.
    The SLA Definition form is displayed.
  3. Enter the details in the appropriate fields.
    Table 1. SLA Definition
    Field Description
    Name Specify an identifying name for the SLA.
    Type Select the type of agreement being defined: SLA, OLA or Underpinning contract.
    Note:
    Type is used for reporting purposes only.
    Table Select the table whose records will be tracked by this SLA. This is a table that extends the Task table such as Incident [incident].
    Note: Starting with the Helsinki release, you can create an SLA definition for configuration items and business services for Event Management.
    Workflow Select the workflow that determines what activities occur in response to the SLA. Workflows are typically used to create events that send notifications.
    Enable logging Select Enable logging check box to activate debug logging just for the specific SLA definition. This includes details of the conditions that have matched or not matched and also the before and after values for the Task SLA and Task records.
    Note: This field appears when Duration type is not a user specified duration.
    Duration type Specify the method for calculating the duration of the SLA. This can either be a User specified duration, or a Relative Duration, such as End of next business day.
    Duration Specify the length of time the SLA runs before it is marked Breached. This field appears when the duration is User specified duration.
    Note: The number of days specified in this field is converted to 24-hour blocks. If the Schedule field identifies a schedule with eight-hour days, a duration of 1 Day sets the SLA to breach three business days later.
    Relative duration works on Specify the record against which the relative duration should be calculated. Select to use either Task record or SLA record. This field appears only when the relative duration is specified.
    Schedule source Specify the schedule to be used when creating new task SLAs. You can specify one of the following options:
    • No schedule: If the No Schedule option is selected, the SLA will calculate based on a 24 x 7 schedule.
    • SLA definition: If the SLA definition option is selected, the Schedule drop-down list appears.
      • Schedule: Specify the hours during which the SLA timer runs.
    • Task table field: This option picks its title from the option selected in the Table field earlier on the SLA Definition form. For example, if Incident is selected in the Table field, then this option appears as Incident field. If the Task table fieldoption is selected, the Schedule source field drop-down list appears.
      • Schedule source field: Select the appropriate field from the task such as an incident or problem that will provide the schedule. For example, Configuration item > Schedule.
    Timezone Source Specify the timezone source to be used when creating new task SLAs. You can specify one of the following:
    • The caller's timezone
    • The SLA definition's timezone: If the The SLA definition's timezone option is selected, the Timezone drop-down list appears.
      • Timezone: Specify a time zone for the SLA. The timezone can be the system timezone or active standard geographical timezones.
    • The CI location's timezone
    • The task location's timezone
    • The callers' location's timezone
    Tabs
    Start condition Define the conditions under which the SLA will be attached.
    From the When to cancel list, you can choose the conditions under which the SLA will be canceled.
    • Start conditions are not met option: If one or more of the specified start conditions change, then the SLA will be canceled. The Start conditions are not met option is selected by default.
    • Cancel conditions are met option: The start condition has to be met only once, thereafter the SLA will only cancel when the cancel condition is met.
    • Never option: The SLA will never be canceled.
    Retroactive start: Select Retroactive start to choose a date and time field from the task that will provide the start time of the task SLA. If you select the Retroactive start check box, the Set start to field and the Retroactive pause time check box appear.
    • Set start to field: Offers the date and time fields available on the task type that this SLA definition applies to. For example if you select Retroactive start on a Priority 1 SLA definition and then choose Created in the Set start to field, then the SLA is attached with the start time being the date and time from the Created field on the Incident.
    • Retroactive pause time check box: Enables the calculation of retroactive pause time on the specific SLA definition. For example if you select Retroactive start on a Priority 1 SLA definition and then select the Retroactive pause time check box, then the SLAs that have retroactive start enabled can recover prior pause time.
      Note: The Retroactive pause time check box is available only when the duration is a user-specified duration.
    Pause condition Define the conditions under which the SLA will suspend increasing elapsed time.
    From the When to resume list, you can choose the conditions under which the SLA will resume increasing elapsed time.
    • Pause conditions are not met option: If one or more of the specified pause conditions no longer match, then the elapsed time will continue to increase. The Pause conditions are not met option is selected by default.
    • Resume conditions are met option: If one or more of the specified resume conditions match, then the elapsed time will continue to increase.
    Stop condition Define the conditions under which the SLA completes. If all of these conditions match, then the task SLA will complete regardless of whether it is breached.
    Reset condition Define the conditions under which the running SLA will be completed and a new SLA will be attached. For a new SLA to be attached the start condition must match.
    Fields that can be added by configuring the form
    Condition type Select the condition type to determine when an SLA attaches, pauses, completes, or resets.