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SLA transitions

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SLA transitions

SLA records pass through a series of transitions during processing.

The following transitions exist for an SLA:

  • Attach: when an SLA is created and bound to a task.
  • Pause: when an SLA should temporarily stop tracking time.
  • Resume: when an SLA should resume tracking elapsed time.
  • Complete: when an SLA is marked complete.
  • Reattach: when an SLA is marked completed and a new copy is reapplied.
  • Cancel: when an SLA is cancelled.
SLA conditions determine what action is performed on a task SLA record.
SLA condition Resultant action on task SLA record
If Start condition matches and both Stop and Cancel conditions don't match Attach
If Start condition matches, and When to Cancel is set to Start conditions are not met Cancel if one or more of the specified start conditions no longer match.
If Start condition matches, and When to Cancel is set to Cancel conditions are met Cancel when cancel conditions match.
Pause condition matches Pause
If Pause condition matches, and When to Resume is set to Pause conditions are not met Resume if one or more of the specified paused conditions no longer match.
If Pause condition matches, and When to Resume is set to Resume conditions are met Resume if one or more of the specified resume conditions match.
Start and Reset Reattach
Stop Complete
Cancel Cancel
Figure 1. SLA condition methods when the default cancel and resume conditions are selected
SLA conditions method
Figure 2. SLA Conditions Methods when the cancel and resume conditions are selected
SLA condition not default

Each of these conditions is defined as a method within a Script Include, referenced by an SLA Conditions Rule record.

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