The following options are available when you add or edit a clause:
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.
- Show Workflow
Click to show the visual workflow assigned to the project.
Basic Clause Options
- Name
Type a name. Names must be unique within an SLA.
- Description
Type an optional description.
Time & Risk Options
- Duration
Type a number and then select Minute(s), Hour(s), Day(s), or Week(s). This option specifies how long the clause will stay in effect, beginning with the start date and time for the SLA. The default value is 2 Day(s).
- Calendar
By default, 24 Hour Calendar and User Submitter are provided. You can also select user-defined calendars or calendars that are included in SBM.
- Risk
This option enables you to define risk levels in terms of time remaining before items are in violation of this SLA. When 100% of the time remains, the risk is considered Low. When 0% of the time remains, items are in Violation. You can define the percentage of time remaining that puts items in Medium or High risk of violation. The default value for medium risk is 50%; the default value for high risk is 25%.
Path Options
Path options enable you to define the range of states in the workflow that needs to be monitored. For example, if the SLA states that 99% of hardware requests must be completed within three business days of approval, the path would start with the Approved state and end with the Completed state. If a technician needs information from a customer before proceeding, then the Waiting for Input state should be defined as a "paused" state, because the time an item is in this state should not be counted against the time remaining.
- An item moves from the New to Closed state. The item spent two days in this path.
- The item needs to be re-opened.
- A manager executes the Re-Open transition on the Closed state form, and the item moves to the Assigned state. A technician moves the item to the In Progress state, and has been working on it for one day.
In the preceding scenario, the elapsed time for the item is three days, because the time since the item was re-opened is added to the previous time.
- Start State(s)
Select the start state or states from the list, or type ahead to search for states containing the characters you type. Click
to clear the
search and start over. - End State(s)
Select the end state or states from the list, or type ahead to search for states containing the characters you type. Click
to clear the
search and start over. - Paused State(s)
Select the paused state or states from the list, or type ahead to search for states containing the characters you type. Click
to clear the
search and start over.
Qualifying Conditions
You must define at least one condition that evaluates to "true" before the clause takes effect. For example, the SLA might only be relevant if the value of the Customer Rank field is "Gold."
- To add a condition, click Add condition and then click Click here to edit.
- To edit a condition, click the condition.
- Select the field you want to evaluate.
- Select a comparison operator.
- Select or type a value to compare to the field, or type ahead to search for a value.
- Click OK.
If you define multiple conditions, they are joined by logical operators. AND means that both conditions must evaluate to "true" before the clause is put into effect; OR means that only one condition must evaluate to "true." Click the logical operator to toggle between them.
You can view a string that represents the conditions in the Summary section.