Create an SLA definition

You can create one or more Service Level Agreement (SLA) definitions based on the requirement of your organization.

  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.
    Target Select the target of the agreement being defined: None, Response, or Resolution. Target is used for filtering, searching, and reporting purposes only.
    Note: This feature is available only for new instances, starting with the Jakarta release.
    Table Select the table whose records the SLA tracks. SLAs can be defined against any tables that extend the task table, including incident, change request, and service catalog tasks.
    Note: Starting with the Helsinki release, you can and 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 used to create events that send notifications.
    Enable logging Select the Enable logging check box to activate debug logging just for the specific SLA definition. The debug logging information includes details of the conditions that have matched or not matched. The information also provides the before and the after values for the Task SLA and Task records.
    Duration type Specify the method for calculating the duration of the SLA. The duration can either be a User specified duration, or a Relative Duration, such as Breach on Due Date or 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 task SLAs. You can specify one of the following options:
    • No schedule: If the No Schedule option is selected, the SLA calculates based on a 24 x 7 schedule.
    • SLA definition: If the SLA definition option is selected, the Schedule choice 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 list appears.
      • Schedule source field: Select the appropriate field from the task such as an incident or problem that provides the schedule. For example, Configuration item > Schedule.
    Timezone Source Specify the time zone source to be used when creating task SLAs. You can specify one of the following time zones:
    • The caller's timezone
    • The SLA definition's timezone: If the The SLA definition's timezone option is selected, the Timezone choice list appears.
      • Timezone: Specify a time zone for the SLA. The time zone can be the system time zone or active standard geographical time zones.
    • 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 is attached.
    From the When to cancel list, you can choose the conditions under which the SLA is canceled.
    • Start conditions are not met option: If one or more of the specified start conditions change, then the SLA is canceled. The Start conditions are not met option is selected by default.
    • Cancel conditions are met option: The start condition must be met only once, thereafter the SLA cancels only when the cancel condition is met.
    • Never option: The SLA is never canceled.
    Retroactive start: Select Retroactive start to choose a date and time field from the task that provides 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 choose Created in the Set start to field, then the SLA is attached with the start time that is 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, the SLAs that have enabled retroactive start can recover prior to the 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 suspends increasing elapsed time.
    From the When to resume list, you can choose the conditions under which the SLA resumes 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 continues 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 continues to increase.
    Stop condition Define the conditions under which the SLA completes. If all these conditions match, then the task SLA completes regardless of whether it is breached.
    Reset condition Determines whether existing task is canceled or completed on Task SLA reset. Defines the conditions under which the running SLA is canceled or completed and a new SLA is attached. For a new SLA to be attached, the start condition must match.

    Reset condition also helps to configure SLAs when the value of any specific field on the task record changes, changes to, or changes from a specific value. For example, the value of the Location field in the task record is 101 Broadway East, Seattle,WA. If you set the SLA reset condition as Location changes from 101 Broadway East, Seattle,WA, any change in the value of the Location field resets the SLA of the task record.

    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.