Set an Order for Simultaneous SLA Events

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This feature allows you to control the order in which simultaneous SLA events are handled, giving you greater flexibility and ensuring your SLAs reflect your business needs.

This applies to scenarios where multiple SLA conditions are met simultaneously. Previously, these events were handled randomly. Now, you can define the order of execution using the Default Event Order feature.

🎯 Index

This feature significantly impacts the calculation logic of your SLA, so it's crucial to understand your business requirements before making changes. Be mindful of the purpose behind adjusting the event order and ensure that it aligns with your desired SLA behavior.

Configuring Default Event Order

First, build the best order for the simultaneous events, but you can reorder for your specific use case.

Navigate to Settings > Advanced.
Locate the Default Event Order option.
Use the drag-and-drop functionality to arrange the events in your desired order.
Click Save to apply the changes.

This default order will be applied to all SLAs in your environment unless overridden.

Overriding the Default Order for Specific SLAs

If you’d like to set a different order to the simultaneous events per SLA:

Go to the configuration of the specific SLA you want to modify.
Click Edit.
Scroll down and click Event Order.
Enable the Override Default Event Order option.
Use the drag-and-drop functionality to reorder the events for this specific SLA.
Click Save to apply the changes.

Example

Let's walk through an example to illustrate how this feature works. Consider an SLA with the following configuration:

Condition	Value
Start	Status is changed to TO DO
End	Status is changed to DONE
Reset	Status is changed from IN PROGRESS

In a scenario where the "Status is changed to DONE" and "Status is changed from IN PROGRESS" conditions occur simultaneously, the default order might be "Start > Resume > Pause > Stop > Reset". This default order would prioritize the Stop condition over the Reset condition.

To modify this behavior, you can edit the SLA and reorder the events. For instance, changing the order to "Start > Resume > Pause > Reset > Stop" would prioritize the Reset condition over the Stop condition.