SLA Execution

Execution Order of SLA Rule plays an important role as it considers defined SLA Type within SLA Rule that is used in the SLA Value. Let's consider the following use case that explains the SLA Type, Rule and Value and its Execution.

• Use Case 1

• Use Case 2

• Use Case 3

Note

Execution Order is defined in SLA Rule.

Following color codes apply across the article for use-cases:

Use Case 1

Let us consider three SLA Rules with different values assigned to Execution Order. The SLA Rule with the highest value is executed first.

Following are the SLAs Rules:

• Execution Order 100: Priority Based SLA

• Execution Order 200: Priority and CI Based SLA

• ✅ Execution Order 300: Customer Based SLA 

Use Case 2

Three SLA Rules with same values assigned to Execution Order, the SLA Rule with maximum matching conditions is executed first.
The following image displays details of an Incident, considering maximum matching conditions Priority and CI Based SLA is executed first.

 Following are the SLAs Rules:

• Execution Order 100: Priority Based SLA

• ✅ Execution Order 100: Priority and CI Based SLA

• Execution Order 100: Customer Based SLA

Use Case 3

Three SLA Rules with same values assigned to Execution Order, the SLA Rule with maximum matching conditions and the latest updated is executed first.
The following image displays details of an Incident, considering maximum matching conditions with the latest updated Priority and CI Based SLA is executed first.

• Execution Order 100: Priority, CI and Customer Based SLA; Latest updated: Yesterday

• ✅ Execution Order 100: Priority and CI Based SLA; Latest updated: Today

• Execution Order 100: Customer Based SLA; Latest updated: Day Before Yesterday

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