Determining how SLAs are attached to records - Support and Troubleshooting

Determining how SLAs are attached to records Issue This article will review how the SLA engine attaches SLAs to records and the rules that control when/if an SLA is attached.

Procedure Understanding how the SLA engine attaches particular SLAs to records and the way that the SLAs are created, cancelled, and paused can seem complex. There are five basic rules that govern their behavior:

If the start condition evaluates to true, the stop condition evaluates to true simultaneously, and the task_sla record does not exist, the system does not attach an SLA (no task_sla record is created) If the start condition evaluates to true, the stop condition evaluates to false, and the task_sla record does not exist, the system attaches a new SLA (creates the task_sla record) If the pause condition evaluates to true also, the task_sla is put into the Paused stage - otherwise, it is put into the In Progress stage If the task_sla record exists, and the stop condition evaluates to true, the task_sla record is marked either Achieved or Breached (based on if the has_breached flag was set in the task_sla record) If the task_sla record exists, the start condition evaluates to false, and the stop condition evaluates to false, the task_sla is marked Cancelled (it no longer applies) - the pause condition is not considered for this cancelled situation

Conditions

Result

start condition evaluates to true stop condition evaluates to true simultaneously task_sla record does not exist

system does not attach an SLA and no task_sla record is created

start condition evaluates to true stop condition evaluates to false task_sla record does not exist

system attaches a new SLA and creates the task_sla record

pause condition evaluates to true also task_sla is put into the Paused stage - otherwise, it is put into the In Progress stage

task_sla record exists stop condition evaluates to true task_sla record is marked either Achieved or Breached (based on if the has_breached flag was set in the task_sla record)

task_sla record exists start condition evaluates to false stop condition evaluates to false

the task_sla is marked Cancelled - it no longer applies pause condition is not considered for this cancelled situation

Also keep in mind that you want the start condition to remain true throughout the SLA until closure. The start condition should not change during the SLAs progress, such as an incident state. Note that the base system (out of box) examples use the Active field as part of the condition that remains true in an incident until closure.

For more information on SLAs, see the following pages in the product documentation:

Configure SLAs SLA Definition

Understanding how the SLA engine attaches particular SLAs to records and the way that the SLAs are created/cancelled/paused can seem complex but there are five basic rules that govern their behavior. 1) If the start condition evaluates to true and the stop condition evaluates to true simultaneously, and the task_sla record does not exist, the system will not attach an sla (no task_sla record is created).

2) If the start condition evaluates to true and the stop condition evaluates to false, and the task_sla record does not exist, the system attaches a new SLA (creates the task_sla record).

3) If the pause condition evaluates to true also, the task_sla is put into the "Paused" stage; otherwise, it is put into the "In Progress" stage.

4) If the task_sla record exists, and the stop condition evaluates to true, the task_sla record is marked either "Achieved" or "Breached" (based on if the has_breached flag got set in the task_sla record).

5) If the task_sla record exists, and the start condition evaluates to false and the stop condition evaluates to false, the task_sla is marked "Cancelled" (i.e., it no longer applies). The pause condition is not considered for this cancelled situation.

Also keep in mind that you want the start condition to remain true throughout the SLA until closure. The start condition should not be something that is going to change during the SLAs progress such as an incident state. You will note the out of box examples use the Active field as part of the condition which remains true in an incident until closure.

Release All

Related Links For more information on SLAs, see Service Level Management Concepts in the product documentation.