A SLA order includes the service level agreement order lines defined for different work stages of the service and the scheduling data per each of the order line.
A SLA order is auto generated based on a SLA order template and is connected to a work order and/or work task. In order to have a SLA order generated and connected to a work order and/or a work task the following conditions has to be met.
In the service contact or the service contract line level, a SLA line is defined with criteria and SLA order template line.
A service contract line described as above, is connected to a work order or a work task which has matching criteria defined as well.
When a SLA order is generated, SLA order lines and SLA order schedule lines are created based on the SLA order template lines and SLA order template schedule lines and the SLA order will be in Active status. If a work order is connected to a SLA order and when a new work task is created connected to the work order, the SLA order will be defaulted. By changing the service contract and/or service contract line, actual object, work type or priority on the work task, the defaulted SLA order connected can be changed to a new SLA order if needed.
Once a work task is connected to a SLA order and if no work stage is not defined, the default SLA order line will be connected to the work task. If not the SLA order line corresponding work stage is connected. When work tasks are connected to SLA order lines, SLA Latest Start and SLA Latest Finish dates are calculated based on the cut-off time, response time and resolution time defined on the SLA order line.
In the Where Used tab connected work order and/or work task(s) are listed with the work order/work task details and service contract details which triggered the auto generation of the SLA order.
Possible statuses on a SLA order are Preliminary, Active and Closed.
| SLA Order Status | Description |
| Active | This is the initial status that the SLA order receives when generated automatically with a connection to a work order and/or a work task. |
| Closed | SLA order will automatically be closed when the
connected work order status is changed to WorkDone or the connected
work task status is changed to WorkDone (i.e. SLA order is generated for a task). SLA order may not be manually closed if work order or work task status is not WorkDone. |