Start

Usually, there are certain requirements attached to the SLA Start time rules. Once those circumstances are satisfied, the SLA must begin. In general, the columns from the chosen transaction table are used to start the SLA.

Note

The Start SLA Condition cannot be defined if the SLA Rule is set to Default. This enablement of Default configuration is defined in the General stepper. For more information refer to General.

Configure Start Condition

To configure the start SLA condition, perform the following steps:

1.  Navigate to the Conditions stepper.
   

2. Select Start.
   By default, this is already selected being the first Condition.

   

   
   Figure: Add SLA Rule
   

3.  Select a value from the dropdown for the Start Time Equals field.
   This indicates that the SLA will Start for the selected dropdown value.

   

   Figure: Add SLA Rule
   

4. The details about the dropdown values are described as follows. For more information, refer to SLA Start Time.
   

   • Condition Met Time: Condition Met Time is always the default selected value on the Start Time Equals field. Having this selected in the Start condition, implies that the SLA will begin when the defined condition in the Field Operator value is true.
     

   • Custom Due Date: SLA Start Time will consider the custom date attributes available on a record (Incident/ Service Request). If the chosen option has a NULL value on the record, the system will automatically choose the Condition Met Time for the SLA calculations.

     Note

     If the configured field is blank, the SLA is calculated based on the Condition Met time and If the selected date field is greater than the creation time, the SLA is calculated based on the  Condition Met Time.

     Example: Reported Time is chosen as Start Time Equal value, and if there is no Reported Time in the Record, then the SLA is calculated based on the Condition Met Time.

5.  Select Add Filter Set.
   Field values are mapped using the operator.

   

   Figure: Start Condition

   Field	Description
   Field	Select the column from the list, the list is populated with columns from the selected transaction table. Dot Walking Mechanism in Field Set A Dot Walking mechanism can be applied to the Field. Let us consider an example for Resolution SLA Type, as soon as the Incident, Service Request, or Problem's Status is In Progress. Within one minute the issue should be acknowledged by an Analyst as a rule for the SLA to Start. To define this as a condition we can use the Dot walking mechanism to tag the timing along with the Status. In this particular use case, the one minute is considered as the Elapsed Time. Figure: Dot Walking Field Value Adding  to the Resolution SLA can be achieved using (.)Dot Walking mechanism in the Field set as explained in the following steps: Select Resolution SLA in the Column field from the dropdown, the list is populated based on the selected Table from the General stepper. Enter a period ( . ) after Resolution SLA in the Field, and the next set of associated values related to the Resolution SLA Column is displayed. Select Elapsed Time and select the operator value. For more information, refer to Dot Walking. Group Conditions Multiple columns can be grouped as one Filter set using logical operators. Figure: Multiple Conditions Ungroup Conditions Grouped columns can be ungrouped using the Ungroup button. Figure: Ungroup Condition Filter Set Actions Description Select Group to group the field columns using AND, OR operators. Select Ungroup to separate the field columns. Select Delete to remove the Filter set.
   Operator	Select the conditional operator. Based on the selected Field Value the Operator list is populated. For more information, refer to Field Operator List.
   Value	Enter a value for the selected field.

Once you define Start Condition you must define Stop Condition. Refer to the following to configure Stop.

Stop Condition