Create SLA Template
Explanation
This activity is used to create an SLA template line within an SLA Template. These SLA Template lines will
create SLA Commitments on Requests, Request Scopes
and Work Tasks.
Each template line will as a minimum have a:
- Duration which is used to calculate the SLA Due Date.
- Calendar which defines the working hours applied when calculating the SLA Due Date.
- Fulfillment Entity which defines for which entity events will complete/fulfill the SLA. The
supported entities are Request, Scope, or a Task. If we're assuming that the SLA is fulfilled by a Work Task
being set to Work Done, the Fulfillment Entity should be set to Task.
-
Fulfillment Event which relates to the Fulfillment Entity and defines which particular Event
that should fulfill the SLA. If we're assuming that the SLA is fulfilled by a Work Task being set to Work
Done, the Fulfillment Event should be set to WORKDONE. It's important to note that only Events configured
as SLA Applicable in Event Entity
Configuration for Request (SrvRequest), Request Scope (SrvRequestScope), Work Task (JtTask) and * (No
Entity) are available to use.
There are a number of optional attributes that can be used to further detail the SLA behavior.
-
Work Task Applicable which is used to specify if the SLA is to be considered for automatic
scheduling.
- Scheduling SLA Type specifies which Scheduling SLA Type to use. This will be connected
to the SLA Commitment. Each Scheduling SLA Type defines the SLA curve shape used by the scheduling engine.
The Scheduling SLA Types are part of the Scheduling Basic Data.
- Start Based defines whether just the start of the Work Task must be within the defined
SLA period or if the Work Task must be completed within the SLA period.
-
Task Sub Group can used to defined that the SLA Template Lines should only be applied to
specific group of Work Tasks.
- If the Task Sub Group is None it is applicable for all the tasks under the Request
Scope where the SLA Template line is applied.
- If the Task Sub Group is Work Stage, the SLA Template Lines will only be applicable
for Work Tasks with the specified Work
Stage value.
- Cutoff Type can be left blank or be set to Time or Next
Day. When the Time option is selected, the fields Cutoff Time and Time Unit will be
enabled. This allows the user to manually define the remaining time of a working day to be ignored when
calculating the Due Date. When Next Day is selected, the calculation of the Due Date will always
start from the next working day without considering the remaining time of the day the SLA was created. Left
blank, the functionality is disabled. For example, if the Cutoff Type is Time and the business
day ends at 17.00 and the Cutoff Time is 1 hour and the SLA Trigger occurs at 16.02, the due date will be
calculated starting from the next business day.
- Triggering Entity and Triggering Event is used if the SLA Commitment start
date should be set based on when the Triggering Event occurs. If we're assuming that the SLA should
start when a Request is Released, the Triggering Entity should be set to Request and the
Triggering Event to RELEASED.
Prerequisites
System Effects
- An SLA Template Line will be created.