• globe icon

Motadata Docs

SLA List Page

The list page displays all the SLAs available in the system.

To view the list page, navigate to Admin > Automation > SLA.

SLA Option
SLA Option
SLA List
SLA List

The page provides the following features:

  1. Search: You can enter a word and search for the required SLA that contains the text. The system displays a list of SLAs that contains the word.
  2. Create SLA: You can create an SLA.
  3. Grid: You can view the details of the SLA in the grid.
  4. Enable/Disable SLA: You can enable or disable an SLA from the list. Enable the SLA to use it. Disable the SLA if you do not want the system to use it.
  5. Change Priority: You can change the priority of the SLA by moving the snowflakes icon up or down. When more than 1 SLA passes the evaluation condition, the system takes the first SLA (from the top), and applies it to the request. The 2nd SLA will be evaluated only when the 1st SLA conditions are not applicable anymore.
  6. Duplicate: You can create a duplicate SLA of an existing SLA with the same settings.
  7. Edit: You can edit the required SLA using the edit icon.
  8. Delete: You can delete the SLA(s) if no longer required. The default SLA can only be edited and not deleted.

Understanding SLA Priority

Here, the scenario what happens when more than 1 SLA is applicable in a request is considered.
For Example: There are 2 SLAs available: A Low Priority SLA and a Low Impact SLA.

Example Scenario for SLA
Example Scenario for SLA

According to the rule, if both the SLAs qualify, the first SLA from the top shall only be applicable. To test this, a request with low priority and low impact is created. The audit trail displays that low impact SLA is applied on the request.

Low Impact SLA applied on Request
Low Impact SLA applied on Request

Now, change the Impact of the request from ‘Low’ to ‘On Users’. The low priority SLA is applied on the request. The due date of the request will be computed using its created date.

Low Priority SLA applied
Low Priority SLA applied

Whenever you make a change in the request, the system again evaluates all the SLAs and applies the first fitting SLA. Some important facts about the SLA are:

  • Due date of any request is calculated only on its created date.
  • Every time you make a change in the request, the system evaluates the best applicable SLA and applies to the request. Even the new SLA will use request’s created date to compute the due date.
  • As an admin, you should be very careful with the enabled SLAs and their order.