Set an order for simultaneous SLA events
This feature lets you control the order in which simultaneous SLA events are handled, applying 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.
This feature significantly impacts the calculation logic of your SLA, so it's crucial to understand your business requirements before making changes.
You must use recalculation for this to take effect on your old SLAs.
How to configure the default event order
Navigate to Settings > Advanced.
Locate the Default Event Order option.
Use the drag-and-drop functionality to arrange the events in the order you want.
Click Save to apply the changes.
This default order will be applied to all SLAs in your environment unless overridden.
How to override the default order for specific SLAs
If you'd like to set a different order to the simultaneous events per SLA, follow these steps:
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 look at 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 example, changing the order to Start > Resume > Pause > Reset > Stop would prioritize the Reset condition over the Stop condition.