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Legacy SLA engines

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Legacy SLA engines

If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality.

The SLA engine has three versions:
SLA engine version Description
Escalation engine (pre-2010) Tracks only one SLA per task.
The 2010 engine (the Service level management plugin) Supports multiple SLAs per task. Business rules handle the processing of these SLAs while workflows handle notifications. The majority of logic is in a single large business rule called Process SLAs.
The 2011 engine (also part of the Service level management plugin) The 2010 SLA engine functionality is concentrated into a number of script includes.

Provides retroactive pause calculations and enables the customization of SLA condition processing through the use of condition rules.