Handler - SLAFinder
SLAFinder handler tries to find the strictest deadline of SLA cards defined by SLAPath metadata. Multiple paths can be configured.
If you do not have license for Service Level Management, only default SLA configuration can be used. This means that configured SLA paths are not taken into account and only one SLA can be used. This configuration is done using metadata.
If multiple Service level -templates are being used, the attribute's reference settings must be configured correctly. This means that "Reference targets" must contain matching templates for configuration options “Path to SLA data card” and optional "Default SLA template".
The searching is based on the Priority field of the data card. From the SLA card a field which has an attribute code priority_priorityValue (where priorityValue is the actual value of the priority field but spaces are replaced with _, e.g., 1 Critical becomes 1_Critical) is looked for. With metadata Priority attribute prefix attribute code priority_priorityValue can be overridden. If the value of Priority attribute prefix metadata is priority_2_ the code of searched attribute in SLA card would be priority_2_priorityValue. The value of that field is the normally required resolution time in hours, i.e., the deadline will be that many hours in business time after the start time (field in the same card as priority). The fields can contain negative values too. This is reasonable, if deadline should be before given attribute value.
End of business day notation can also be used (see below). Note that some SLA cards found in SLA path can define stricter hour limit for priority, but the business hours can be more loose.
The business hours used for SLA can be defined as a part of the SLA template. It is also possible to define business hours separated from SLA template. For this kind of configuration, use BusinessHoursFinder handler.
This field cannot be used as searchable field in quick search or in advanced search.
If you want to make most of SLAFinder handler, you need license for Efecte Service Level Management. Without the license SLA path configurations are not taken into account and only one SLA (default SLA) can be used.
Make sure that the attribute with SLAFinder handler is located after the priority attribute and before any other attributes with handlers that use the SLA fetched by the SLAFinder handler. For example, a BusinessTimeBetween handler that is placed before the attribute with SLAFinder handler may not use the correct Business Hours if the SLA has changed since the last save.
Only one SLA is supported for one entity. You must not use multiple SLAs for calculating different deadlines in a single data card for example chaining deadline calculation through other attribute values.
The following tables provide information on the attribute settings and metadata requirements for SLAFinder handler. Compulsory metadata is provided in a Required attribute metadata table including proposals for possible metadata values.
Table 1. Attribute Settings
| Handler name | Datatype |
|---|---|
SLAFinder |
Reference |
Table 2. Required Attribute Metadata
| Name | Value | Description |
|---|---|---|
Path to SLA data card |
[$attribute_code$ | $attribute_code1:attribute_code$] |
Path to SLA data card. Multiple paths allowed. An example path: This is used only if there is license for |
Default SLA template |
[template_code] |
The template code of SLA template. This is used only if there is not license for |
Default SLA data card |
string |
The name of SLA to be used. This is used only if there is not license for |
Table 3. Optional Attribute Metadata
| Name | Value | Description |
|---|---|---|
| Hide input | boolean | If this metadata is set to true and attributes input header and input field are hidden, nothing is shown in edit mode. |
| Business Hours attribute | [attribute code] |
If your configuration has BusinessHours separated from SLA template, define attribute with BusinessHoursFinder by this meta data. Configure also other handlers ( Check more information on BusinessHoursFinder . |
| Priority attribute prefix | string | Prefix of priority attribute code in SLA template. |
"End of business day" notation
Instead of configuring the deadline to be in a fixed number of business hours from the starting point, you may use the end of business day notation. end_business_day is automatically converted to a date that corresponds to the end of this business day, or to the end of the next business day, if this day does not have business hours left. Additionally, an arbitrary number of business hours or full business days can be added to that point in time, which allows for flexible configuration of deadline calculation.
There are two possibilities to configure end of business day -resolution time requirement. Let's assume that name of the field in SLA card where the required resolution time is looked from is "Critical resolution time". You can directly give that field a value as end of business day notation notation (see examples below). If you however do not want to use that notation directly as the value of field, you can specify that in the attribute metadata as well. In the metadata of "Critical resolution time" attribute you add one row where the metadata name is the value of the attribute, and the value of the metadata is required resolution time in end of business day notation. E.g., metadata name is End of business day and value is end_business_day. The value of the field must be exactly the same as the name of attribute metadata! If the value of the field is not found from the metadata, and the value does not follow end of business day notation directly, the value is tried to be interpreted as hours.
If you want to use "End of business day" notation, the datatype of the field where the notation is used has to be String, even if the notation is used in the metadata.
See the example configurations in the following table.
Table 4. end_business_day examples
| Example configuration | Description |
|---|---|
end_business_day |
End of this business day, or the end of the next business day, if this day does not have business hours left. |
end_business_day+5h |
end_business_day plus five business hours. |
end_business_day+2d |
end_business_day plus two full business days. |
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