Restart SLA Commitments

Explanation

This activity is used to Restart the SLA clock of SLA Commitments. This can be done from the Restart API provided. SLA Commitments that need a restart 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 Paused status will be changed to Active Status.

When the SLA clock is restarted, Due Date will be extended by the working time duration between the paused time and the restart time.

 

Prerequisites

• SLA Commitments should be in Paused status.

System Effects

• SLA Commitments will change into Active status from Paused status.
• Due date will be extended by the working time duration between the paused time and the restart time.
• Restart Event in event log,
  • For each SLA Commitment Restarted, a Restart_SLA event will be created.
  • In addition, if SLA Commitments are restarted from request/scope/work task level, there will be a separate Restart_SLA event on those entities.