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.)

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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.)

dianemiro · ‎09-26-2017

Hello Chuck

Thank you so much for your help. You really helped me a lot within a short period of time. I will mark your answer as correct. Have a great day ahead!

Best Regards,

Diane Miro

Chuck Tomasi · ‎09-26-2017

Thank you Diane for participating in the community.

Dave Smith1 · ‎09-26-2017

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

SLA definitions can only be applied to trigger conditions that take place in the present/future, not those that have already occurred in the past.

It's possible to manually inject a record into the [task_sla] table and create a binding to the task, but that'll be somewhat fiddly.

I'd also state it's not great practise - if someone performed an action pre-contract, some new contract created at a future date may not be liable.

dianemiro · ‎09-26-2017

Hi Dave

Thanks for your advice. I will keep this in mind.

Best Regards,

Diane Miro