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 a WHEN condition for the action. After you save the action, you are able to define the notification in the THEN 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 an has not been fulfilled, and only four hours remain before the SLA is violated.

  To add a WHEN condition:

  1. Click Add condition in the WHEN section.
  2. Type a number and select minutes, hours, days, or weeks.
  3. Select High, Medium, or Violation.
  4. Click Save.
• Summary

  Displays the WHEN condition and the specified notification.

• THEN

  The THEN condition defines the action to take when the WHEN condition is met. Click the icon next to Run notification to define or edit a notification. Refer to Notification Settings for instructions on defining and editing notifications.

  Note:

  • The Notification Actions that are available for SLAs are NO ACTION, SEND BROADCAST CHANNEL, SEND E-MAIL/USER CHANNEL, RAISE EVENT, RUN SCRIPT (on-premise only), RUN TRANSITION, and RUN WEB SERVICE.
  • You can use any notification e-mail tag for the 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 is at high risk of SLA violation" to an e-mail template and then select that template when you create a notification for a high-risk SLA clause.
  • SLA notifications can be accessed in the Notifications view by selecting SLA Only from the Filter Notifications By list. Standard notifications can be used for SLAs.
  • If a user or group is allowed to subscribe to SLA notifications, these notifications appear in the Notifications page when you edit the user or group and are also available for users in their user profile.
  • Not all notification options are available for SLAs.