Create Service Level Agreement (SLA) definitions in Jeopardy Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Create and link Service Level Agreements (SLAs) to tasks in a fulfillment workflow as part of configuring Jeopardy Management. SLAs are assigned to tasks and define the amount of time a task should take. After SLAs are linked to a task, the SLA monitors the task and the fulfillment process.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    Creating SLA definitions are a part of configuring Jeopardy Management. SLAs are linked to tasks in a fulfillment plan. The SLA tracks of the time that a task takes to complete. If the task takes longer than the SLA definition, jeopardy alerts are created. Fulfillment managers can monitor the jeopardy levels and be alerted when tasks are falling into jeopardy. Defining SLAs involves the following steps:
    • Define SLA for an order task​.
    • Set the expected duration for the task​.
    • Define when to start, stop, and pause the SLA clock.

    Prozedur

    1. Navigate to All > SLA Definitions.
    2. Select New.
    3. On the SLA Definition New record, fill in the fields.
      Tabelle : 1. SLA Definition - New record
      Field Description
      Name Name that identifies the SLA definition.
      Type Select SLA as the type of agreement.
      Target Select Resolution.
      Table Select the Order Task (sn_ind_tmt_ord_order_task) table.
      Flow Select the SLA processing flow for Order Task flow or a create custom flow that is extended from the base system version to perform the jeopardy calculations.
      Enable logging Activates debug logging. The debug logging information includes details of the conditions that have matched or not matched. The information also provides the before and the after values for the task SLA and task records.
      Duration type Select User specified duration.
      Duration Enter a task duration time. The duration time must match Order Task Duration Assignment Policy.
      Hinweis:
      Jeopardy Management only supports 24x7 durations.
      Schedule source Select SLA definition.
      Schedule Select 24 x 7 as the schedule.
      Timezone Source Select The SLA definition's timezone.
      Tabs
      Start condition Define the starting conditions in which the SLA parameters are started.
      Pause condition Define the conditions under which the SLA suspends the elapsed time.
      Hinweis:
      The Start and Suspend conditions in the SLA definition must match the same conditions in the Order Task Duration Assignment Policy. For more information, see Configure the Order Task Duration Assignment Policy.
      Stop condition Define the conditions under which the SLA is completed. If all these conditions match, then the task SLA is completed regardless of whether it's breached.
      Reset condition Determines whether the existing task is canceled or completed on task SLA reset. Defines the conditions under which the running SLA is canceled or completed and a new SLA is attached. For a new SLA to be attached, the start condition must match.

      Reset condition also helps to configure SLAs when the value of any field on the task record changes, changes to, or changes from a value.
    4. Select Submit.

    Nächste Maßnahme

    The next area to configure in Jeopardy Management is the decision tables. Use the following link: Configure the Order Line Jeopardy Level Calculation Policy