Name |
Name that identifies the SLA definition. |
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 in new instances starting with
Jakarta or a later release. |
Table |
Table that determines the records tracked by the SLA.
SLAs can be defined for any table that extends the task
table, including incident, change request, and service
catalog tasks. |
Flow |
Select the flow to run when the SLA definition attaches
to a Task record. Selecting a flow disables the
Workflow field. |
Workflow |
Select the workflow to run when the SLA definition
attaches to a Task record. Selecting a workflow disables the
Flow field. |
Vendor |
Select the vendor associated with the SLA
definition. |
Service Commitment |
A flag that helps to differentiate between a normal SLA
definition and a service offering SLA definition. |
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 that the relative duration should be
calculated for. Select 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 the schedule duration
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 field: This option title
is determined from the option selected in the Table
field, for example, if the Incident option is
selected in the Table field, this option becomes the
Incident field. If the Task table
field option 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, .
|
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's location's
timezone.
- The caller's 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, the SLA is
canceled. This option is selected by default.
- Cancel conditions are met
option: The start condition must be met only once,
thereafter the SLA is canceled only when the
cancel condition is met.
- Never option: The SLA is
never canceled.
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. |
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, 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, 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 the 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. |