Work Order Service Level Agreements

The work order SLA screen provides a view of all work order SLAs. Records are inserted by the system when the work order criteria is matched to the SLA. No records can be manually inserted, all records are system generated.

In order not to impact on system performance, look back and look forward periods of 5 years each are available.

Refer to Service Level Agreements for more information.

Practical example: Calculate from assignment

Refer to Work Order Service Level Agreements Screen for more information on configuring work order SLAs.

Scenario 1

SLA A has been assigned to work order WO01 due to the work order satisfying the Match Criteria specified for SLA A. The work order is edited in such a way that it no longer satisfies the Match Criteria of SLA A, but now satisfies the Match Criteria of SLA B. Subsequently the work order is edited in such a way that it no longer satisfies the Match Criteria of SLA B, but satisfies the Match Criteria of SLA A once again.

If Measure from Assignment Date is set to true on SLA A and B:

  • The first edit on work order WO01 causes the following:
    • Is Historical is set to true for SLA A ; and
    • SLA B is assigned to work order WO01 with Calculate from Assignment on work order SLA B set to true.
  • The second edit on work order WO01 causes the following:
    • Is Historical is set to true for SLA B ; and
    • a new SLA A is created with Calculate from Assignment on work order SLA A set to true.

If Measure from Assignment Date is set to false and Reset Measurement on Reassign Date is set to true on SLA A and B:

  • The first edit on work order WO01 causes the following:
    • Is Historical is set to true for work order SLA A ; and
    • SLA B is assigned to work order WO01 with Calculate from Assignment on work order SLA B set to false.
  • The second edit on work order WO01 causes the following:
    • Is Historical is set to true for work order SLA B;
    • the original work order SLA A is reactivated with Calculate from Assignment remaining false; and
    • new work order SLA measures are created with Measure Reset Date set to NOW().