DLP SLA Definition form

  • Release version: Xanadu
  • Updated April 2, 2025
  • 1 minute to read

    • Field descriptions for the DLP SLA Definition form used to create an SLA record.

    Field Description
    Name Name of the definition.
    Type Type of agreement, which in this case is SLA.
    Target Target used for filtering, searching and reporting on the agreement being defined. The available options are:
    • None
    • Response
    • Resolution
    Table Table that determines the records tracked by the SLA, which should be DLP SLA Task [sn_dlir_incident_sla_task].
    Flow Flow to run when the SLA definition attaches to a Task record, which should be Default SLA flow.
    Duration Type Method to calculate the duration of the SLA. The available options are:
    • User specified duration
    • 2 business days by 4pm
    • 3 business days by 4pm
    • Breach on Due Date
    • End of next business day
    • Next business day by 4pm
    Duration Length of time the SLA runs before it’s marked Breached. This field is available only when User specified duration is selected from Duration Type.
    Schedule source Schedule to use while creating the task SLAs.
    Schedule Hours during which the SLA timer runs. This set of schedules is defined in the core configuration.
    Timezone Source Timezone source to be used when creating task SLAs. The available options are:
    • The caller's timezone
    • The SLA definition's timezone
    • The CI location's timezone
    • The task location's timezone
    • The caller location's timezone
    Active Option to make the trigger effective when the start condition is met.
    Tabs
    Start condition Condition that initiates the SLA timer and activates the SLA.
    Pause condition Conditions under which the SLA is suspended, which increases the total elapsed time.
    Cancel condition Conditions under which the SLA is cancelled.
    Reset condition Conditions under which the active SLA is completed and a new SLA is established when the value of any field on the task record changes, changes to, or changes from a specific value in the record.

    For example, say the value of the Location field in the task record is 101 Broadway East, Seattle, WA. If you set the SLA reset condition to [Location][changes from][101 Broadway East, Seattle, WA], any change in the value of the Location field resets the SLA of the task record.