Service Level Agreement (SLA) breakdown definitions
Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance.
SLA breakdown is configurable and typically should be configured for the more significant SLAs such as P1 and P2 resolution. By default, the system deletes SLA breakdown data that is more than one year old. This is performed by a new table cleanup job sla_breakdown_by_assignment. Table cleanup jobs are defined in the [sys_auto_flush] table.