Service Level Agreement (SLA):

Service Level Management (SLM) enables you to monitor and manage the services offered by your organization.

It is a contract between the service provider and the customer that ensures response and resolution of tasks within a specified timeframe.  It will include details about resolution time, breach levels and their corresponding penalties.

If the organization not able to fulfil the goal of the services in the time specified in the agreement. Then, it is considered as a breach of the Agreement.

The breach can cost the penalty or impact the image of the organization. Thus, SLA helps organization to measure the quality and efficiency of the task assigned to the employees by determining the progress of the task.

• Response –  It is the time taken to acknowledge the ticket. 
• Eg – Time required to give response for an incident such as assignment of incident to the user.  
• Resolution –  Actual time taken to resolve a ticket. 
• Eg- Time required for resolve the incident. 

             1.Retroactive start: It starts the SLA from the time start time of the previous SLA.

             2.Retroactive pause: This would consider the pause time of previous SLA.

Requirement: Create an SLA’s for priorities P1, P2, P3, P4 such that when you increase the priority the retroactive start should be on updated field and when you decrease the priority the retroactive start should be created field.

 Solution:

Let’s create a temp field of type date/time for incident form layout.

This temp field will store the created or updated date/time based on the requirement of increase and decrease of priority.

Let’s create SLA definition for the priorities 1-4 of the incident table i.e. P1, P2, P3, P4 of duration 3 min,

Keep Schedule as No schedule for all SLA’s for now. And other fields as default.

Here start condition should be based on priority.

And cancel condition should be when start condition not met.

Retroactive start and Retroactive pause should be true for all. And select your ‘temp’ field for ‘set start to’ field.

Pause condition should be when state is put on hold.

At the end, stop condition should be when State is resolved.

Similarly create other SLA’s for other priorities P2,P3,P4.

Now it’s time to write the Business rule which would set the temp field according to the priority change.