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Installed with SLA breakdown definitions

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Installed with SLA breakdown definitions

Several types of components are installed with the SLA breakdown definitions.

Plugins installed with SLA breakdowns

Plugins are added with activation of SLA breakdowns.

SLA breakdowns adds the following plugin.
Plugin ID Description
SLA Breakdowns com.snc.sla.breakdowns Provides the ability to generate breakdown data for each Task SLA record. For example, the breakdown data for each Task SLA record can be generated by Assignment group or Assigned to field.
Note: You must have up-to-date versions of script includes TaskSLAController and RepairTaskSLAController before activating the plugin to ensure that breakdown data is generated correctly. If you have customized versions of either of these script includes, any customizations should be incorporated into the versions of these files from the most recent upgrade.

Table installed with SLA breakdowns

Tables are added with activation of SLA breakdowns.

SLA breakdowns adds the following tables.
Table Description
SLA Breakdown Definition

[sla_breakdown_definition]

A breakdown definition that is associated to a specific task type. For example, Incident.
SLA Breakdown Definition Field

[sla_breakdown_definition_field]

A breakdown definition field (a child record of a breakdown definition). Each record defines a mapping between a field on the associated task table and the breakdown data table.
SLA Breakdown Definition to SLA Definition relation

[sla_definition_sla_breakdown]

The relation between SLA Breakdown Definition and SLA Definitions.
SLA Breakdown Core

[sla_breakdown_core]

The common columns for all SLA breakdown data tables. Each breakdown data table must extend this core table.
Note: In the Madrid release, only the single breakdown data table SLA Breakdown By Assignment [sla_breakdown_by_assignment] is supported.
SLA Breakdown By Assignment

[sla_breakdown_by_assignment]

Contains the breakdown records generated for each Task SLA record that has an associated breakdown definition.

Properties installed with SLA breakdowns

Properties are added with activation of SLA breakdowns.

SLA breakdowns adds the following properties.
Property Usage
com.snc.sla.breakdown_processor.log

Logging level for script include SLABreakdownProcessor.

Type: Choice list

Default value: Notice

Location: SLA logging module

UI policy installed with SLA breakdowns

UI policies are added with activation of SLA breakdowns.

SLA breakdowns adds the following UI policies.
UI policy Table Description
Make definition fields read only SLA Breakdown Definition Field

[sla_breakdown_definition_field]

Make read only any fields on the form that are from the parent SLA Breakdown Definition
Hide "Fieldname data" field SLA Breakdown Definition Field

[sla_breakdown_definition_field]

The ui policy hides the field “Fieldname data” from the form. This field is only used by scripts that dynamically update other fields on the form and which should not be modified through the UI.

Script includes installed with SLA breakdowns

Script includes are added with activation of SLA breakdowns.

SLA breakdowns adds the following script includes.
Script include Description
SLABreakdown Base class that provides constants for SLA Breakdowns.
SLABreakdownDefinition Extends SLABreakdownDefinitionSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionSNC Provides methods for managing records in the sla_breakdown_definition table.
SLABreakdownDefinitionAJAX Provides client callable methods used for managing records in the sla_breakdown_definition table.
SLABreakdownDefinitionBreakdownField Extends SLABreakdownDefinitionBreakdownFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionBreakdownFieldSNC Provides methods that determine the available values for breakdown_field on the sla_breakdown_definition_field table.
SLABreakdownDefinitionSourceField Extends SLABreakdownDefinitionSourceFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionSourceFieldSNC Provides methods that determine the available values for source_field on the sla_breakdown_definition_field table.
SLABreakdownDefinitionTaskTables Extends SLABreakdownDefinitionTaskTablesSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionTaskTablesSNC Provides the method that determines the available Task tables for breakdown definitions.
SLABreakdownProcessor Extends SLABreakdownProcessorSNC and can be used to override default functionality or provide additional methods.
SLABreakdownProcessorSNC Provides the methods for generating the breakdown data records for Task SLAs based on the available breakdown definition records.
SLABreakdownUtils Extends SLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods.
SLABreakdownUtilsSNC Provides utility methods used by some of the other SLA breakdown script includes.
TaskSLABreakdownUtils Extends TaskSLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods.
TaskSLABreakdownUtilsSNC Provides methods for the task_sla table.

Client scripts installed with SLA Breakdowns

Client scripts are added with activation of SLA breakdowns.

SLA breakdowns adds the following client scripts.
Script include Table Description
Hide assignment breakdown reports Task SLA

[task_sla]

Hides the embedded charts on the Task SLA form when no breakdown data is available.
Set available breakdown tables SLA Breakdown Definition

[sla_breakdown_definition]

Populates the options in the sla_breakdown_table field.
Set fieldname data SLA Breakdown Definition Field

[sla_breakdown_definition_field]

Sets data into a hidden field which is then used by the field choice scripts that populate breakdown_field_name and source_field_name.
Show 2010 engine message SLA Breakdown Definition

[sla_breakdown_definition]

Displays a message on the form for instances that are running the 2010 SLA engine.
Show breakdown data exists message SLA Breakdown Definition Field

[sla_breakdown_definition_field]

Displays a message on the form to explain that fields are read only due to breakdown data existing.
Show breakdown data exists message SLA Breakdown Definition

[sla_breakdown_definition]

Displays a message on the form to explain that fields are read only due to breakdown data existing.
Update already defined task tables SLA Breakdown Definition

[sla_breakdown_definition]

Disables options in the task_table field for task types that already have a breakdown definition.
Warning on setting inactive SLA Breakdown Definition

[sla_breakdown_definition]

Prompts for confirmation when a breakdown definition is updated to be inactive.

Business rules installed with SLA breakdowns

Business rules are added with the activation of SLA breakdowns.

SLA breakdowns adds the following business rules.
Business rule Table Description
Clear SLA Breakdown definitions cache SLA Breakdown Definition to SLA Definition relation

[sla_definition_sla_breakdown]

Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Clear SLA Breakdown definitions cache SLA Breakdown Definition Field

[sla_breakdown_definition_field]

Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Clear SLA Breakdown definitions cache SLA Breakdown Definition

[sla_breakdown_definition]

Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Delete active breakdown data on inactive SLA Breakdown Definition

[sla_breakdown_definition]

Deletes any breakdown data records for active Task SLA records when the breakdown definition is updated to inactive.
Get breakdown table data SLA Breakdown Definition

[sla_breakdown_definition]

Populate data on the scratchpad that is required by client scripts.
Get SLA breakdown data Task SLA

[task_sla]

Populate data on the scratchpad that is required by client scripts.
m2mSLABreakdownRestrictBreakdownDefs Global

[global]

Script to restrict the available values in the sla_breakdown_definition column in many-to-many table sla_definition_sla_breakdown.
m2mSLABreakdownRestrictSLAs Global

[global]

Script to restrict the available values in the sla_definition column in many-to-many table sla_definition_sla_breakdown.
Process changes to tables SLA Breakdown Definition

[sla_breakdown_definition]

Perform additional processing when either the sla_breakdown_table or task_table is changed.
Process SLA Breakdowns Task SLA

[task_sla]

Creates and updates breakdown data whenever a Task SLA record is created or updated.
Set field values into scratchpad SLA Breakdown Definition Field

[sla_breakdown_definition_field]

Populate data on the scratchpad that is used by other business rules or client scripts.
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