SLA Engine properties

Administrators can manage the SLA engine using SLA engine properties.

Navigate to Service Level Management > Properties > SLA Engine to view SLA engine properties.

Table 1. SLA Engine Properties
Property name Description

Maximum 'Actual elapsed percentage' value after which the 'SLA - update calculations' scheduled job will stop regularly calculating the SLA's time values. This is used to prevent 'long since breached' records from being unnecessarily updated. Setting to '0' will stop all calculations and leaving this blank will allow all SLAs to be calculated.

By default, this is set to 1,000%, so that recalculation stops after the breach is exceeded by a factor of 10.

  • Type: integer
  • Default value: 1000

Run the 2011 SLA engine (2010, 2011)

  • Type: choice list
  • Default value: 2011

Run the 2011 SLA engine asynchronously after task insert or update operations.

  • Type: true | false
  • Default value: false

Enable compatibility with 2010 'breached' status of SLAs (default: false)

Only enable if you require the old way of showing breached status (in the stage value), for reporting purposes. Using only the 'breached flag' is preferred

  • Type: true | false
  • Default value: false

The name of the Script Include class that will be used to evaluate SLA Conditions for the 2011 SLA engine (use to override with your own extension of the SLAConditionBase class)

  • Type: String
  • Default value: SLAConditionBase

An update to a Task can result in an SLA being attached that is already breached - for example when an Incident that has already been open for a while is upgraded to a high priority with a short resolution SLA.

By default if there is a workflow specified in the SLA Definition it will not run if the Task SLA is attached and the Planned End Time has already passed.

Enable this property if you would like the workflow to run for a Task SLA that is already breached when it is attached to the Task.

  • Type: true | false
  • Default value: false

Continue to re-calculate the "Planned End Time" of SLAs after they have breached

  • Type: true | false
  • Default value: true
com.snc.sla.calculation.use_time_left Use field business_time_left to calculate breach time instead of business_percentage field. Using business_time_left is more accurate because the business_percentage field is rounded to 2 decimal places. This means that once the business percentage reaches 99.995%, it is recorded as 100%, and the task SLA is marked as breached.
  • Type: true | false
  • Default value: false
glide.sla.calculate_on_display Recalculate Task SLA records when a Task form is displayed. This ensures that the task SLAs calculations are up to date but this may increase form load time.
  • Type: true | false
  • Default value: false

When this property is set to true, the business fields such as Business elapsed time will be populated with the same values as those in the actual fields when there is no schedule specified on the Task SLA.

If the property is false, the business fields will be empty when a Task SLA has no schedule.

  • Type: true | false
  • Default value: true for new instances, false for upgraded instances