What is the difference between the "Default" and "Simple" SLA condition rules? - Support and Troubleshooting

What is the difference between the "Default" and "Simple" SLA condition rules? Issue SLA condition rules control how the conditions you define in an SLA definition are combined to determine if an SLA should attach, pause, complete, reattach, or cancel. For example, the Default SLA Condition rule will only attach a new SLA if the "Start condition" matches and the "Stop condition" does not match.

You can specify the condition rule to use on a per SLA Definition basis but you will need to add the "Condition type" field (which is a reference to the "SLA Condition rules" table) to the form:

If the “Condition type” is blank on an SLA Definition, the SLA Engine will look up the default SLA Condition Rule to use from system property “com.snc.sla.default_conditionclass”.

There are two SLA Condition Rules available out-of-the-box - Default and Simple . The table below shows which conditions are checked when determining which actions to process for an SLA. The order the actions are listed in below is also the order the SLA engine evaluates them.

This is important to remember in the situation where the conditions for multiple actions have matched. For example the conditions for completing and cancelling an SLA have matched - in this case the SLA would be marked as completed as this is evaluated first.

Condition Rule Default Simple A new SLA will attach when... Start condition matches and Stop condition does not match For Helsinki or later instances, if:

has been selected on the SLA Definition then in the addition to the above:

Cancel condition does not match Start condition matches Note: for Helsinki or later instances, the new Cancel condition cannot be used with the Simple SLA Condition Rule

A new SLA will stop (complete) when... Stop condition matches Stop condition matches An SLA will reattach (reset) when... Reset condition matches and Start condition matches Reset condition matches An SLA will cancel when... Stop condition does not match and Start condition does not match For Helsinki or later instances, the option selected in "When to cancel" determines what conditions will result in the SLA being cancelled:

Start conditions are not met Stop condition does not match and Start condition does not match Never No conditions checked as SLA cannot cancel Cancel conditions are met Cancel condition matches Stop condition does not match and Start condition does not match and Pause condition does not match Note: for Helsinki or later instances, the new options of never cancelling or matching with a defined Cancel condition cannot be used with the Simple SLA Condition Rule

An SLA will pause when... Pause condition matches For Helsinki or later instances, if:

has been selected on the SLA Definition then in addition to the above:

Resume condition does not match

Pause condition matches Note: for Helsinki or later instances, the new Resume condition cannot be used with the Simple SLA Condition Rule

An SLA will resume when... Pause condition does not match For Helsinki or later instances, if:

has been selected on the SLA Definition then in addition to the above:

Resume condition matches Pause condition does not match Note: for Helsinki or later instances, the new Resume condition cannot be used with the Simple SLA Condition Rule

If the out-of-the-box condition rules do not provide the SLA processing required for your instance, it is possible to create your own condition class (script include) and SLA condition rule record.

For more information on this see the online help topic Extend SLA condition rules .

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