SLA Clause General Options

The following options are available when you add or edit a clause:

Toolbar Options

Basic Clause Options

Time & Risk Options

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.

If you define multiple start and end states in a clause, the time an item spends in all paths is combined to calculate elapsed time. For example, suppose you have New and Assigned start states, and a Closed end state.
  1. An item moves from the New to Closed state. The item spent two days in this path.
  2. The item needs to be re-opened.
  3. 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.

Tip: Click Show Workflow in the toolbar to view the entire process flow.

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 or edit a condition:
  1. To add a condition, click Add condition 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.

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.