SLA Violation Reason

Updated on 29 Jul 2025
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You can configure the SLA Violation Reasons for the RCA Violation or Resolution Violation on the SLA Violation Reason page. Hence, whenever the RCA Deadline or Resolution Deadline is violated, the user can select a configured RCA Violation Reason or Resolution Violation Reason on the Problem Record page instead of specifying it.

Note
If the SLA Violation Reason is not configured for the particular Tenant, the user can not submit the Problem Record when the RCA Deadline or Resolution Deadline is violated.
The Analysts can filter Problem Records based on the RCA Violation Reason or Resolution Violation Reasons.

Configure SLA Violation Reason

To configure SLA Violation Reason, perform the following steps:

Navigate to Problem > Configuration > SLA Violation Reason.
Figure: SLA Violation Reason
Select the required Department.
Figure: Department
Click Add New or icon.
Specify the required details. For information about the fields on the SLA Violation Reason page, see Field Description.
Figure: SLA Violation Reason Details page

Field Description

The following table describes the fields on the SLA Violation Reason Details page:

Field	Description
Details
Violation Type	Select the Violation Type as RCA Violation or Resolution Violation. Note: The Violation Type field is mandatory.
SLA Violation Reason	Specify the SLA violation reason for the RCA Violation or Resolution Violation. Note: The SLA Violation Reason field is mandatory. You can not configure the same SLA Violation Reason again for RCA Violation or Resolution Violation when the SLA Violation Reason is already configured.
Are Comments Mandatory?	If selected, the comment is mandatory on the PROBLEM RECORD page when the configured SLA Violation Reason is selected in the RCA Violation Reason or Resolution Violation Reason fields.
Sort Order	Type in the order number in which the SLA Violation Reasons need to be listed in the SLA VIOLATION REASON LIST page.
Active	Indicates the status set for an SLA Violation Reason. If selected, the SLA Violation Reason becomes an available option on the other pages of the application. If not selected, the SLA Violation Reason becomes an inactive value. The inactive SLA Violation Reasons are not displayed in the SLA Violation Reason list on the other pages of the application.

Actions

This section explains all the icons displayed on the right-side panel of the SLA Violation Reason page.

Show List

Click Show List or to display the LIST table showing all the SLA Violation Reason values configured for the selected Department.

Figure: SLA Violation Reason List Page

To edit a SLA Violation Reason, click the SLA Violation Reason. Make appropriate changes and click Submit.
To display the inactive SLA Violation Reasons, click the Include Inactive check box.

Note
When the SLA Violation Reason values are displayed in a list, Add New is displayed on the right-side panel. Click Add New to configure a new SLA Violation Reason value.

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