How to test the SLA ?

[Tony Chatfield1]

Hi, unfortunately your post\question is not clear.
To test SLA you would progress tasks though the conditions that trigger the SLA
And then depending on the SLA definition configuration, progress the task through state\field value changes that met the SLA's pause, stop, restart, cancel conditions. 

[Community Alums]

Hi @Janaki Raman ,

First you have to create SLA's (Let's say on teh incident table) and you have to give some start and stop condition. Then you have to create incident and below related links you can see your sla. It should get attached their as per the start condition you have given in your SLA.

You can verify that a task is mapped appropriately with a defined SLA using the SLA timeline. If a task is mapped with the SLA definition, the SLA timeline displays a graphical representation of the progress of the task SLA.

Before you begin

Role required: admin

Procedure

1. Navigate to All > SLA > SLA Definitions.
2. Click the SLA Definition that you want to verify.
3. Click the Validate SLA Definition related link. The SLA Timeline page appears.
4. From the SLA Definition Picker, select the SLA definition for which you want to confirm if an appropriate task is mapped.
5. From the Task Record Picker, select the task that must be mapped to the SLA definition.
   If the selected task is mapped to the SLA definition, then the SLA timeline displays a graphical progress of the task SLA.

   Note:

   When a selected task does not have any task SLA attached to it, the SLA timeline still displays the update to the task when the Show all Task updates check box is selected. This information can be used for debugging the task SLA.

   Example:

   For testing SLA you first create incident, then as per your sla start conditon, the SLA would get attach with the incident that you can see below related links. Refer the screenshot:

   

   Here you can see P1 resolution SLA is attached as I have created P1 incident and you can see start time of SLA. Then depending upon what duration you have given in the SLA, your SLA will breach if incident is not processed further.

   In my SLA I have given 2 hours to resolve P1 incident, refer screenshot

   

   So according to this my SLA will breach if Service Desk will not be able to resolve the incident in 2 hours.

[Janaki Raman]

Thank you so much Sandeep i'm trying to understand the process.

[Community Alums]

Hi @Janaki Raman ,

I have given you the process already!!

Understand more from the video:

https://www.youtube.com/watch?v=L5ja3I-ma2o