Create Service Level Agreement definitions in Jeopardy Management

Create and link Service Level Agreements (SLAs) to tasks in a fulfillment workflow as part of configuring Jeopardy Management. SLAs are assigned to tasks and define the amount of time a task should take. After SLAs are linked to a task, the SLA monitors the task and the fulfillment process.

Before you begin

You must be in the Order Management application scope.

Role required: admin

About this task

Creating SLA definitions are a part of configuring Jeopardy Management. SLAs are linked to tasks in a fulfillment plan. The SLA tracks of the time that a task takes to complete. If the task takes longer than the SLA definition, jeopardy alerts are created. Fulfillment managers can monitor the jeopardy levels and be alerted when tasks are falling into jeopardy. Defining SLAs involves the following steps:

• Define SLA for an order task​.
• Set the expected duration for the task​.
• Define when to start, stop, and pause the SLA clock.

Procedure

1. Navigate to All > Service Level Management > SLA > SLA Definitions.
2. Select New.
3. On the SLA Definition form, fill in the fields.

   Table 1. SLA Definition - New record

   Field	Description
   Name	Name that identifies the SLA definition.
   Type	This must be set to SLA.
   Target	This must be set to Resolution.
   Table	This must be set to Order Task (sn_ind_tmt_ord_order_task).
   Flow	This must be set to SLA processing flow for Order Task flow or a previously-created custom flow that is extended from the base system version to perform the jeopardy calculations.
   Enable logging	Activates debug logging. The debug logging information includes details of the conditions that have matched or not matched. The information also provides the before and the after values for the task SLA and task records.
   Duration type	This must be set to User specified duration.
   Duration	Task duration time. The duration time must match the time set in the Order Task Duration Assignment Policy.
   Schedule source	This must be set to SLA definition.
   Schedule	This must be set to 24 x 7.
   Timezone Source	This must be set to The SLA definition's timezone.
   Tabs
   Start condition	Define the starting conditions in which the SLA parameters are started.
   Pause condition	Define the conditions under which the SLA suspends the elapsed time. Note: The Start and Suspend conditions in the SLA definition must match the same conditions in the Order Task Duration Assignment Policy. For more information, see Configure the Order Task Duration Assignment Policy.
   Stop condition	Define the conditions under which the SLA is completed. If all these conditions match, then the task SLA is completed regardless of whether it's breached.
   Reset condition	Determines whether the existing task is canceled or completed on task SLA reset. Defines the conditions under which the running SLA is canceled or completed and a new SLA is attached. For a new SLA to be attached, the start condition must match. Reset condition also helps to configure SLAs when the value of any field on the task record changes, changes to, or changes from a value.

4. Select Submit.

What to do next

Configure the decision tables. For more information, see Configure the Order Line Jeopardy Level Calculation Policy.