Installed with SLA breakdown definitions

Australia IT Service Management

Release

australia

ft:locale

en-US

ft:publication_title

Australia IT Service Management

ft:clusterId

itsm

bundleId

itsm

workflow

Technology

Installed with SLA breakdown definitions

Several types of components are installed with the SLA breakdown definitions.

Plugins installed with SLA breakdowns

Plugins are added with activation of SLA breakdowns.

SLA breakdowns adds the following plugin.


Plugin	ID	Description
SLA Breakdowns	com.snc.sla.breakdowns	Provides the ability to generate breakdown data for each Task SLA record. For example, the breakdown data for each Task SLA record can be generated by Assignment group or Assigned to field. Note: You must have up-to-date versions of script includes TaskSLAController and RepairTaskSLAController before activating the plugin to ensure that breakdown data is generated correctly. If you have customized versions of either of these script includes, any customizations should be incorporated into the versions of these files from the most recent upgrade.

Table installed with SLA breakdowns

Tables are added with activation of SLA breakdowns.

SLA breakdowns adds the following tables.


Table	Description
SLA Breakdown Definition [sla_breakdown_definition]	A breakdown definition that is associated to a specific task type. For example, Incident.
SLA Breakdown Definition Field [sla_breakdown_definition_field]	A breakdown definition field (a child record of a breakdown definition). Each record defines a mapping between a field on the associated task table and the breakdown data table.
SLA Breakdown Definition to SLA Definition relation [sla_definition_sla_breakdown]	The relation between SLA Breakdown Definition and SLA Definitions.
SLA Breakdown Core [sla_breakdown_core]	The common columns for all SLA breakdown data tables. Each breakdown data table must extend this core table. Note: In the Madrid release, only the single breakdown data table SLA Breakdown By Assignment [sla_breakdown_by_assignment] is supported.
SLA Breakdown By Assignment [sla_breakdown_by_assignment]	Contains the breakdown records generated for each Task SLA record that has an associated breakdown definition.

Properties installed with SLA breakdowns

Properties are added with activation of SLA breakdowns.

SLA breakdowns adds the following properties.


Property	Usage
com.snc.sla.breakdown_processor.log	Logging level for script include SLABreakdownProcessor. Type: Choice list Default value: Notice Location: SLA logging module

UI policy installed with SLA breakdowns

UI policies are added with activation of SLA breakdowns.

SLA breakdowns adds the following UI policies.


UI policy	Table	Description
Make definition fields read only	SLA Breakdown Definition Field [sla_breakdown_definition_field]	Make read only any fields on the form that are from the parent SLA Breakdown Definition
Hide "Fieldname data" field	SLA Breakdown Definition Field [sla_breakdown_definition_field]	The ui policy hides the field “Fieldname data” from the form. This field is only used by scripts that dynamically update other fields on the form and which should not be modified through the UI.

Script includes installed with SLA breakdowns

Script includes are added with activation of SLA breakdowns.

SLA breakdowns adds the following script includes.


Script include	Description
SLABreakdown	Base class that provides constants for SLA Breakdowns.
SLABreakdownDefinition	Extends SLABreakdownDefinitionSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionSNC	Provides methods for managing records in the sla_breakdown_definition table.
SLABreakdownDefinitionAJAX	Provides client callable methods used for managing records in the sla_breakdown_definition table.
SLABreakdownDefinitionBreakdownField	Extends SLABreakdownDefinitionBreakdownFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionBreakdownFieldSNC	Provides methods that determine the available values for breakdown_field on the sla_breakdown_definition_field table.
SLABreakdownDefinitionSourceField	Extends SLABreakdownDefinitionSourceFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionSourceFieldSNC	Provides methods that determine the available values for source_field on the sla_breakdown_definition_field table.
SLABreakdownDefinitionTaskTables	Extends SLABreakdownDefinitionTaskTablesSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only.
SLABreakdownDefinitionTaskTablesSNC	Provides the method that determines the available Task tables for breakdown definitions.
SLABreakdownProcessor	Extends SLABreakdownProcessorSNC and can be used to override default functionality or provide additional methods.
SLABreakdownProcessorSNC	Provides the methods for generating the breakdown data records for Task SLAs based on the available breakdown definition records.
SLABreakdownUtils	Extends SLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods.
SLABreakdownUtilsSNC	Provides utility methods used by some of the other SLA breakdown script includes.
TaskSLABreakdownUtils	Extends TaskSLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods.
TaskSLABreakdownUtilsSNC	Provides methods for the task_sla table.

Client scripts installed with SLA Breakdowns

Client scripts are added with activation of SLA breakdowns.

SLA breakdowns adds the following client scripts.


Script include	Table	Description
Hide assignment breakdown reports	Task SLA [task_sla]	Hides the embedded charts on the Task SLA form when no breakdown data is available.
Set available breakdown tables	SLA Breakdown Definition [sla_breakdown_definition]	Populates the options in the sla_breakdown_table field.
Set fieldname data	SLA Breakdown Definition Field [sla_breakdown_definition_field]	Sets data into a hidden field which is then used by the field choice scripts that populate breakdown_field_name and source_field_name.
Show 2010 engine message	SLA Breakdown Definition [sla_breakdown_definition]	Displays a message on the form for instances that are running the 2010 SLA engine.
Show breakdown data exists message	SLA Breakdown Definition Field [sla_breakdown_definition_field]	Displays a message on the form to explain that fields are read only due to breakdown data existing.
Show breakdown data exists message	SLA Breakdown Definition [sla_breakdown_definition]	Displays a message on the form to explain that fields are read only due to breakdown data existing.
Update already defined task tables	SLA Breakdown Definition [sla_breakdown_definition]	Disables options in the task_table field for task types that already have a breakdown definition.
Warning on setting inactive	SLA Breakdown Definition [sla_breakdown_definition]	Prompts for confirmation when a breakdown definition is updated to be inactive.

Business rules installed with SLA breakdowns

Business rules are added with the activation of SLA breakdowns.

SLA breakdowns adds the following business rules.


Business rule	Table	Description
Clear SLA Breakdown definitions cache	SLA Breakdown Definition to SLA Definition relation [sla_definition_sla_breakdown]	Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Clear SLA Breakdown definitions cache	SLA Breakdown Definition Field [sla_breakdown_definition_field]	Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Clear SLA Breakdown definitions cache	SLA Breakdown Definition [sla_breakdown_definition]	Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted.
Delete active breakdown data on inactive	SLA Breakdown Definition [sla_breakdown_definition]	Deletes any breakdown data records for active Task SLA records when the breakdown definition is updated to inactive.
Get breakdown table data	SLA Breakdown Definition [sla_breakdown_definition]	Populate data on the scratchpad that is required by client scripts.
Get SLA breakdown data	Task SLA [task_sla]	Populate data on the scratchpad that is required by client scripts.
m2mSLABreakdownRestrictBreakdownDefs	Global [global]	Script to restrict the available values in the sla_breakdown_definition column in many-to-many table sla_definition_sla_breakdown.
m2mSLABreakdownRestrictSLAs	Global [global]	Script to restrict the available values in the sla_definition column in many-to-many table sla_definition_sla_breakdown.
Process changes to tables	SLA Breakdown Definition [sla_breakdown_definition]	Perform additional processing when either the sla_breakdown_table or task_table is changed.
Process SLA Breakdowns	Task SLA [task_sla]	Creates and updates breakdown data whenever a Task SLA record is created or updated.
Set field values into scratchpad	SLA Breakdown Definition Field [sla_breakdown_definition_field]	Populate data on the scratchpad that is used by other business rules or client scripts.