Extend SLA Commitments

Explanation

This activity is used to Extend the due date of SLA Commitments. This can be done from the Extend SLA API provided. SLA Commitments that need due date extensions can be specified as follows,

• SLA Sequence ID: Respective SLA
• Request ID: All SLAs fulfilled by the respective request and underlying request scopes and request work tasks.
• Scope ID:  All SLAs fulfilled by the respective request scope and underlying request work tasks.
• Request work Task ID: All SLAs fulfilled by the respective request work tasks.
• Commitment Type: If commitment type parameter is selected it will behave as an additional constraint of SLA selection.

From the selection criteria specified, only the SLA Commitments which are in Active status will be affected.

Extension duration will be the working hours between the Start Date and End Date delay parameters specified.

Prerequisites

• SLA Commitments should be in Active status.

System Effects

• Due date will be extended by the working hours between the Start Date and End Date delay parameters.
• Extend SLA Event in event log,
  • For each SLA Commitment extended, an Extend_SLA event will be created.
  • In addition, if SLA commitments are extended from request/scope/task level, there will be separate Extend_SLA event on those entities.