How to apply new SLA Definition on existing demands?

dianemiro · ‎09-26-2017

Hi Everyone

I have created a new SLA Definition for Demand that will run if Demand State is Draft and will Stop if Demand State is not on Draft. Questions are:

1. How can I apply this NEW SLA Definition to existing tasks so that the existing tasks will have the SLA?

2. How will I know if the SLA will count to BE Manager and not on the Implementation Responsible?

3. How can I hide a UI Action if the record is new?

Best Regards,

Diane Miro

Best Regards,Diane Miro

Chuck Tomasi · ‎09-26-2017

For #1, the only way I know to start an SLA is to hit that condition defined in the Start Condition (same as workflows and business rules.) They won't magically jump up and say "Hey, I should have started 3 months ago!" That would be incredibly confusing and a big load on the system, likely causing issues with existing SLAs too. (too much for my head to wrap around before 6:00AM)

For #2, since the notification is determining the recipient, you'll likely need to use a different notification (unless it is sent as one of the event parameters.)

View solution in original post

Chuck Tomasi · ‎09-26-2017

Hi Diane,

1) Check out Retroactive start. Use SLA retroactive start and pause

2) I don't understand the question here.

3) Uncheck the "Show Insert" checkbox.

dianemiro · ‎09-26-2017

Hello Chuck

Thank you for your quick response.

1. I am using retroactive start and pause.

2. How can I configure that the SLA will be counted to BE Manager and not on Implem Responsible on the Demand ticket? BE Manager should receive the Notification email for SLA warnings and breach also the SLA record should be under BE Manager.

3. Thank you. I was able to do it now.

Best Regards,

Diane Miro

Chuck Tomasi · ‎09-26-2017

For #2, that's going to depend on the workflow associated with your SLA definition. You may need to create a unique workflow that triggers events (or notifications) to the BE manager.

dianemiro · ‎09-26-2017

Aha! I understand now. So new workflow, new event but same notification. How about for number 1? Only the newly created Demands have the SLAs.

Best Regards,

Diane Miro