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Considerations on SLAs while migrating from Express to Enterprise and Legacy SLA fields



Service Level Agreements (SLAs) after migration from Express to Enterprise


After migrating to Enterprise version there are some considerations that are needed. Below article explain everything in details:

Express conversion to Enterprise considerations

 The Express SLA engine is also record-based. In the Enterprise platform, the SLA engine has additional features and the plugin Service level management (com.snc.sla) needs to be activated to take advantage of the features.

 

What happens when the SLA plugin gets activated


  • When the plugin gets activated, the Legacy SLA fields become deprecated
  • The information for the SLA was stored in the task table using the SLA Due, Made SLA, and Escalation fields
  • But, the new engine allows multiple SLAs to be attached to one single record. Hence the fields are moved to task_sla record instead
  • Their equivalents are in the task_sla table for each SLA attached to the task
  • Task SLA, Breach time: This is equivalent to the SLA Due field
  • Task SLA, Has breached: This will be true if the SLA has breached, the opposite of Made SLA field.
  • There is no equivalent field for Escalation field. Notifications can be sent via the SLA workflow and an increase in priority can trigger additional SLAs to be attached to the task.
  • The above details could be found at the below link:

Legacy SLA fields

  • So, in case there are reports made in the legacy fields, it no longer works
  • New reports should be created on task_sla table or on 'database views' created by merging incident and task_sla table. There is one OOB provided named incident_sla.

 

Convert an SLA to an SLA Definition


 

Basic Troubleshooting Guide


Article Information

Last Updated:2018-01-26 08:58:23
Published:2018-01-17