e.g. beware of using Active/Inactive as a qualifying condition as if it moves to an inactive state and then is transitioned to an active one then this condition could occur if an attachment is added.
There is often a need to use Advanced Query to show listing or distribution reports than utilitise the SLA information: SQL SERVER Example: Items that violated their SLAs in the last 30 days by user To achieve this you can create a distribution report with the row by the necessary user field and using the Advanced SQL Conditions for SQL Server to filter similar to below:
If you have an SLA condition that a field is a particular value and that value was set on going to the start state via a field override then the SLA will not get activated.
If the conditions of an SLA become false then the SLA becomes unbound and the SLA is marked as an exception (in SLA_ITEM) The SLA .log contains the following message: INFO 20-09-2012 10:34:47 [ChangeActionProcess] -- SLA item with id = 77 became not bound with SLA rule with id 78, marking as exception
(1) Create an SLA and then create an item with conditions that satisfy the SLA e.g. Title contains "Hello" (2) The SLA starts (3) Update the item using "update" transition and remove the satisfying condition for SLA eg. remove "Hello" from the title
The clause is in the Incident Assignment SLA and is called "test clause". It has no " qualifying conditions " configured which is why the error occurs and cannot be saved until this is fixed.
(3) Create an item and take it to completed ensuring that you select the Contact created in (1). (4) Now create an SLA with start state of New and End State of new and qualifying condition using the project name. (5) Delete the user in (1) and their contact record and the item created in (3) is updated so the contact is removed (correct) but checkout the SLA widget - the SLA has been activated and is "LOW".
If the field that you wish to do this for there is a relational field there please see a tip below which will make this easier. (1) Create a new selection field in the aux table named SLA for example and then assign appropriate selection values to identify the SLA e.g. SLA 1, SLA 2 (2) Populate the new SLA field in the aux table for all the records according to those you wish to follow the same SLA
