Service Level Agreement Measure Screen

Data is captured on the following tab(s) of the edit screen: Overview, Triggers and Field Assignments. Below is a list of descriptions for the fields in the sections on each tab.

Overview

The Overview tab contains the following section(s):

Header

• SLA: The parent SLA that this SLA measure is linked to.
• Code: A unique code for the SLA measure. Keep in mind that changes to the Code value on a template SLA measure are not automatically applied to non-template SLA measures. A custom action can be used to align these if required. Refer to Apply Template SLA Changes to Non-Template SLAs for more information.
• Description: A short description of the SLA measure. Keep in mind that changes to the Description value on a template SLA measure are not automatically applied to non-template SLA measures. A custom action can be used to align these if required. Refer to Apply Template SLA Changes to Non-Template SLAs for more information.
• Permission Tree: A field linked to a permission record in a permission tree, that determines whether a user has rights to access records and/or make changes to records. This is assigned by the system where possible. Keep in mind that changes to the Permission Tree value on a template SLA measure are not automatically applied to non-template SLA measures. A custom action can be used to align these if required. Refer to Apply Template SLA Changes to Non-Template SLAs for more information.
• Sequence Number: The sequence in which the records are listed. Use the sequence number to list the records in a logical sequence. Keep in mind that changes to the Sequence Number value on a template SLA measure are not automatically applied to non-template SLA measures. A custom action can be used to align these if required. Refer to Apply Template SLA Changes to Non-Template SLAs for more information.
• Is Active: Ticked if the record is active and available in lookup lists.

Details

• Is Template: When a new SLA or SLA measure is created, Is Template is always true. Once an SLA with its linked SLA measure(s) appear on a work order, a snapshot of that SLA with its linked SLA measure(s) is linked to the work order for historical purposes. The snapshot SLA and its linked SLA measure(s) have Is Template set to false.
  If updates are made to the SLA or its linked SLA measure(s), the updated SLA and SLA measure(s) have Is Template set to true, while the original SLA and its linked SLA measure(s) Is Template value is updated to false.
  Is Template is system assigned and cannot be edited by the user. The non-template SLA is a snapshot at a point in time. It is not kept in alignment with the template SLA from which it originated, but certain fields can be aligned if required. Refer to Apply Template SLA Changes to Non-Template SLAs for more information.
• Template SLA Measure: If Is Template is set to false, the template SLA measure for this SLA measure is referenced here. If Is Template is set to true, Template SLA Measure is null. Template SLA Measure is system assigned and cannot be edited by the user.
• Is Main Measure: Indicates whether this SLA measure is a main measure. The main SLA measure of an SLA sets the Required By date of the work order.
  If Match Type is set to Single Assign, the SLA has to have one linked SLA measure with Is Main Measure set to true. An SLA cannot have more than one linked SLA measure with Is Main Measure set to true.
  If Match Type is set to Multiple Assign, the SLA cannot have any linked SLA measures with Is Main Measure set to true as there can be no main measures on multiple assign SLAs.
  
• Work Order Start Status: The work order Status value that signifies the start of the SLA measurement, for example Quote Requested.
  Work order Base Status values are ordered by the system as follows: Awaiting Approval, then Approved, then Completed, then Closed and then Cancelled. The Work Order Start Status cannot have an higher ordered Base Status value than the Work Order End Status. If the Work Order Start Status and Work Order End Status have the same Base Status value, the Work Order Start Status has to have a lower Sequence Number value than the Work Order End Status.
• Work Order End Status: The work order Status value that signifies the end of the SLA measurement, for example Quote Received.
  Work order Base Status values are ordered by the system as follows: Awaiting Approval, then Approved, then Completed, then Closed and then Cancelled. The Work Order End Status cannot have a lower ordered Base Status value than the Work Order Start Status. The Work Order End Status can be the same as the Work Order Start Status to measure how long the work order spent in this specific status.
• Duration: The allowed duration between the specified Work Order Start Status and Work Order End Status, for example 0 Day : 24 Hour : 0 Minute : 0 Second.
• Calendar Type: The type of calendar that is applicable to this SLA measure. Possible values are:
  • None: This SLA measure does not refer to any specific calendar, so SLAs will be measured continuously (24 hours per day, 7 days per week).
  • Custom: A custom calendar needs to be specified in Calendar. SLAs will only apply during the specified working hours.
  • Work Order Asset: The same calendar is used that is applicable to the work order asset.
• Calendar: If the Calendar Type is set to Custom, a calendar needs to be specified. This field is not applicable when Calendar Type is set to None or Work Order Asset.
  For example if a contractor's working hours are set to 08:00 to 17:00 and a work order with a linked SLA measure Duration of 4 hours is created at 16:00, that SLA will only be due at 11:00 on the next day (hour one is measured from 16:00 to 17:00 on the day of creation and the next three hours are measured from 08:00 to 11:00 on the next day).
• Resettable Measure: If Resettable Measure is set to true, the SLA measure is reset when the work order Status is set to the specified Work Order Start Status for a second or more time, ie the work order went out of status range and back into status range via the specified Work Order Start Stage. A new work order SLA measure is created with Is Historical set to false and the original work order SLA measure Is Historical is set to true. The SLA is measured from scratch once again.
  If Resettable Measure is set to false, the original work order SLA measure continues to be used even if the work order Status is set to the specified Work Order Start Status for a second or more time.
  Resettable Measure on the SLA measure is not related to Reset Measurement On Reassign Date on the SLA. With Resettable Measure, the same SLA still applies to the work order, but due to status updates on the work order, it applies for a second or more time. With Reset Measurement On Reassign Date, the SLA is reassigned to the work order once again due to Match Criteria being met or work order updates.
  Refer to Service Level Agreement Measures for a practical example.
  
  

Notes

Add additional details, comments or other relevant information.

Modification

Displays details of when the record was created and last updated. This section is autopopulated and requires no user input.

Service Level Agreement Measure Triggers

A trigger can be configured to action at any percentage of the allowed SLA duration while the SLA measure is in status range. The trigger is used to send a notification when the specified duration percentage has been reached.
SLA measure triggers are configured using the same functionality as change data triggers.

Click in the toolbar to create an SLA measure trigger.

Once created, the SLA measure trigger and its associated details is listed in the grid on the Triggers tab. The following information is displayed:

• Code and Description: The SLA measure trigger.
• Percentage: The percentage of the allowed SLA measure Duration at which this trigger will be actioned while the SLA measure is in status range.
  The SLA measure and percentage combination has to be unique. If multiple notifications are required on a specific percentage, multiple SLA measure trigger notification events can be configured.
  Refer to Service Level Agreement Measure Screen for more information on configuring the Work Order Start Status, Work Order End Status and Duration.
  
• Repeat Notification: The interval (day:hour:minute:second) at which notifications will be sent for this trigger while the SLA measure is in status range. For example the notification will be sent every 1 hour (00:01:00:00) while the work order is in status range. Repeat Notification is not a required field
• Repeat Notification Limit: The maximum number of notifications that will be sent for this trigger while the SLA measure is in status range. For example the notification will be sent every 1 hour while the work order is in status range, up to 10 times. Repeat Notification Limit needs to be larger than 1 and is only applicable if Repeat Notification is specified.
• Change Data Trigger Code and Change Data Trigger Description: A system generated change data trigger and linked changed data trigger criteria is created as a side effect of creating an SLA measure trigger. The system change data trigger Entity Type is set to Work Order SLA Measure and cannot be edited.

Refer to Service Level Agreement Measure Triggers and Change Data Triggers for more information.

Service Level Agreement Measure Field Assignments

SLA measure field assignments are configured to specify which work order fields to assign values to when the SLA measure starts or ends. This configuration is optional and can be omitted.

Click in the toolbar to create an SLA measure field assignment.

Once created, the SLA measure field assignment and its associated details is listed in the grid on the Field Assignments tab. The following information is displayed:

• Code and Description: The SLA field assignment.
• Target Field: The field that needs to be updated, selected from a list of all work order fields with the selected Target Field Type, for example Start On field if the Target Field Type value is DateTime.
  The Required By field cannot be selected as target field if a main measure is present on the parent SLA, as the main measure will set the target field.
  Target Field is not applicable if Target Field Type has not been specified.
• Action When: When the field assignment should happen. Possible values are:
  • Measure Start: The specified field(s) are assigned when the SLA measure starts, ie when the work order Status is updated to the specified Work Order Start Status.
  • Measure End: The specified field(s) are assigned when the SLA measure end, ie when the work order Status is updated to a status outside of the SLA measure status range.
• Value Type: The source of value that needs to be assigned to the Target Field. Possible values are:
  • Measure Start Date: Timestamp when the work order Status was set to the Work Order Start Status.
  • Measure Start Plus Interval: Timestamp when the work order Status was set to the Work Order Start Status plus a fixed interval Value that is specified below. This does not take the Calendar specified on the SLA measure into account.
  • Measure Expected Completion Date: The Expected Completion Date of the linked work order SLA.
  • Static: A static value will be assigned to the specified Target Field when the work order Status is either set to the Work Order Start Status (if Action When is set to Measure Start) or the Work Order End Status (if Action When is set to Measure End).
  Possible combinations of Target Field Type, Action When and Value Source values:
  

  Target Field Type	Action When	Value Source
  Boolean	Measure Start	Static
  	Measure End	Static
  Date DateTime	Measure Start	Measure Start Date Measure Start Plus Interval Measure Expected Completion Date Static
  	Measure End	Measure Start Date Measure Start Plus Interval Measure Expected Completion Date Static
  String	Measure Start	Static
  	Measure End	Static

• Value: If Value Source is set to Measure Start Plus Interval, the interval duration needs to be specified here, for example 0 Day : 24 Hour : 0 Minute : 0 Second.
  If Value Source is set to Static, the field value needs to be specified here.
  Value is not applicable if Value Type is set to Measure Start Date or Measure Expected Completion Date.

Refer to Service Level Agreement Measure Field Assignments for more information.

Assist custom actions

The following custom actions are available in the Assist panel in the sidebar. Keep in mind that some of these custom actions are only available from the edit screen, while others are available from both the dashboard and edit screen.

• Set Active / Set Inactive: Refer to Set Items to Active or Inactive.
• Apply Updates to Non-Template SLA Measures: Refer to Apply Template SLA Changes to Non-Template SLAs.
• Apply Template SLA Measure Updates: Refer to Apply Template SLA Changes to Non-Template SLAs.
• Add to Compare: Refer to Add Items for Comparison.
• Change Permission Tree: Refer to Change Item's Permission Tree.
• Cross References: Refer to Perform Cross References.
• View Changelog: Refer to View Changelog.