Understanding SLA behaviour

[saprem_d]

Understanding & debugging SLA issue could be time consuming. I have prepared below matrix which can ease out understanding how an SLA record is attached to a task. It is import to understand the precedence of condition evaluation in designing conditions for SLA's

STOP>>PAUSE>>START. This is the sequence in which SLA engine evaluates the conditions to take appropriate action for SLA.

Please note that this chart assumes "When to Cancel & When to Resume" conditions being kept as default i.e Start conditions are not met & Pause conditions are not met 

[Tommy SN Sahlin]

Hi Saprem,

 nice format and approach! However, a couple of comments:

• I think your second to last line is slightly incorrect. If the Stop condition is TRUE the existing Task_SLA will be Completed, not Cancelled, regardless of the values for Pause or Start Conditions, since it is evaluated first.
•  Likewise (same row) if the Stop Condition is FALSE but the Pause Condition is TRUE, the existing Task_SLA will be Paused, not Cancelled, since the Pause Conditions are evaluated second.
•  Also, I think you need to take into account what option has been chosen for "When to cancel" (Start conditions are not met, Cancel conditions are not met, Never) in the Start Condition tab, as that will also affect the cancel behaviour.

 Please take a look and correct me if I'm wrong - again, I like the format you've put together!

 cheers  /Tommy

[saprem_d]

Hello Tommy,

Thanks for pointing out the mistake. I had pasted an incorrect version of the matrix in this post. I have corrected it now.

Please note that this chart is prepared keeping in mind that "when to cancel/ When to pause" conditions being kept as default. It is very complex to predict the expected output by including "when to cancel/when to pause" conditions. If you can help improving this chart further by including advanced conditions in the logic, it would be extremely helpful for everyone.

Cheers, Saprem

[Tommy SN Sahlin]

Hi Saprem,

yes, I can see that it would raise the complexity level quite a bit. I'll give it a shot, let's keep in touch!
And please mark my previous comment as helpful 🙂

cheers  /Tommy