SLA transitions

SLA records pass through a series of transitions during processing.

The following transitions exist for an SLA:

• Attach: when an SLA is created and bound to a task.
• Pause: when an SLA should temporarily stop tracking time.
• Resume: when an SLA should resume tracking elapsed time.
• Complete: when an SLA is marked complete.
• Reattach: when an SLA is marked completed and a new copy is reapplied.
• Cancel: when an SLA is cancelled.

SLA conditions determine what action is performed on a task SLA record.

SLA condition	Resultant action on task SLA record
If Start condition matches and both Stop and Cancel conditions don't match	Attach
If Start condition matches, and When to Cancel is set to Start conditions are not met	Cancel if one or more of the specified start conditions no longer match.
If Start condition matches, and When to Cancel is set to Cancel conditions are met	Cancel when cancel conditions match.
Pause condition matches	Pause
If Pause condition matches, and When to Resume is set to Pause conditions are not met	Resume if one or more of the specified paused conditions no longer match.
If Pause condition matches, and When to Resume is set to Resume conditions are met	Resume if one or more of the specified resume conditions match.
Start and Reset	Reattach
Stop	Complete
Cancel	Cancel

Figure 1. SLA condition methods when the default cancel and resume conditions are selected

Figure 2. SLA Conditions Methods when the cancel and resume conditions are selected

Each of these conditions is defined as a method within a Script Include, referenced by an SLA Conditions Rule record.