SLA Action Options

The following options are available when you add or edit an action:

Toolbar Options

• Save

  Click to save changes made on the page.

  Note: If you make changes and do not click Save, you are prompted to save your changes when you navigate away from the page.
• Discard

  Click to discard changes made on the page.

Basic Action Options

• Name

  Type a name. Names must be unique within a clause.

• Description

  Type an optional description.

Conditions

You must define at least one WHEN or IF condition.

• WHEN

  You can specify that a notification be sent before an SLA reaches a state of violation or risk so that preemptive actions can be taken. The WHEN condition specifies this time period. For example, you may want a manager to be notified when a request has not been fulfilled, and only four hours remain before the SLA is violated.

  To add or edit a WHEN condition:

  1. To add a condition, click Add condition in the WHEN section, and then click Click here to edit.
  2. To edit a condition, click the condition.
  3. Type a number and select minutes, hours, days, or weeks.
  4. Select High, Medium, or Violation.
  5. Click OK.
• IF

  IF conditions define conditions other than timing that must be true before the action is taken. IF conditions are based on field values. For example, the action only needs to be taken WHEN you are six hours from high risk IF the value of the Priority field is "High."

  To add or edit a condition:

  1. To add a condition, click Add condition in the IF section, and then click Click here to edit.
  2. To edit a condition, click the condition.
  3. Select the field you want to evaluate.
  4. Select a comparison operator.
  5. Select or type a value to compare to the field, or type ahead to search for a value.
  6. Click OK.
• Summary

  A string that represents the conditions is displayed in this section.

• THEN

  The THEN condition defines the action to take when the WHEN and IF conditions are met. When you click the + icon next to Run notification, the Add Notification page opens. When you click the icon next to an existing notification, the Edit Notification page opens. Refer to the notifications documentation for instructions on defining and editing notifications.

  Note:

  • The Notification Actions that are available for SLAs are NO ACTION, SEND E-MAIL, RUN SCRIPT (on-premise only), and RUN WEB SERVICE.
  • The provided "SOO_OLA_default.htm" e-mail template includes text that informs users that the item is being monitored by an SLA or OLA and has reached a level of risk or violation.
  • You can use any notification e-mail tag for the item being monitored by an SLA; however, dynamic SLA-specific information cannot be included. If you want to include SLA information in an e-mail notification, create an e-mail template with static SLA information and then associate that template with the applicable action. For example, you could add "This item is at high risk of SLA violation" and then select that template when you create a notification for a high-risk SLA clause.
  • SLA notifications are distinct from standard notifications and are not listed in the Notifications view accessed directly from the Administrator Portal. Standard notifications cannot be used for SLAs.
  • If a user or group is allowed to subscribe to SLA notifications, these notifications do appear in the Notifications page when you edit the user or group, and also appear on the Notifications tab in the User Profile for the user in the SBM User Workspace.
  • You cannot discard SLA notifications.
  • Not all notification options are available for SLAs.