DLP SLA Definition form

Field descriptions for the DLP SLA Definition form used to create an SLA record.

Field	Description
Name	Name of the definition.
Type	Type of agreement, which in this case is SLA.
Target	Target used for filtering, searching and reporting on the agreement being defined. The available options are: - None - Response - Resolution
Table	Table that determines the records tracked by the SLA, which should be DLP SLA Task \[sn\_dlir\_incident\_sla\_task\].
Flow	Flow to run when the SLA definition attaches to a Task record, which should be Default SLA flow.
Duration Type	Method to calculate the duration of the SLA. The available options are: - User specified duration - 2 business days by 4pm - 3 business days by 4pm - Breach on Due Date - End of next business day - Next business day by 4pm
Duration	Length of time the SLA runs before it’s marked Breached. This field is available only when User specified duration is selected from Duration Type.
Schedule source	Schedule to use while creating the task SLAs.
Schedule	Hours during which the SLA timer runs. This set of schedules is defined in the core configuration.
Timezone Source	Timezone source to be used when creating task SLAs. The available options are:- The caller's timezone - The SLA definition's timezone - The CI location's timezone - The task location's timezone - The caller location's timezone
Active	Option to make the trigger effective when the start condition is met.
Tabs
Start condition	Condition that initiates the SLA timer and activates the SLA.
Pause condition	Conditions under which the SLA is suspended, which increases the total elapsed time.
Cancel condition	Conditions under which the SLA is cancelled.
Reset condition	Conditions under which the active SLA is completed and a new SLA is established when the value of any field on the task record changes, changes to, or changes from a specific value in the record. For example, say the value of the Location field in the task record is 101 Broadway East, Seattle, WA. If you set the SLA reset condition to [Location][changes from][101 Broadway East, Seattle, WA], any change in the value of the Location field resets the SLA of the task record.