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SLA timeline tutorial 2

SLA timeline tutorial 2

This tutorial provides an example of using the SLA timeline to determine the reasons an SLA attaches, pauses, and completes.

About this task

Consider the following scenario:
You are viewing the details of INC0010005 and the following task SLA record that is attached to the incident:
  • Task SLA record ACME P3 resolution - Complete

View the SLA timeline to determine when each Task SLA was paused and therefore understand the amount of elapsed time on each task SLA.