Add Structured Conditions to an SLA

You add structured conditions to compare values in fields and select records based on the result. When you add structured conditions to a service level agreement (SLA), the SLA can be applied to records based on the result of that comparison. Add structured conditions to SLAs in the Service Level Agreements (SP) application.

You also can add free-form conditions with the SQL Expression Builder.

Note: Other matching criteria apply. See the topic About Applying Service Level Agreements for more information about matching SLAs to tickets and work orders.

You add structured conditons to SLAs that are not active.

To add structured conditions to an SLA:

In the Service Level Agreements (SP) application, display the SLA to which you want to add structured conditions.
Click the Conditions tab.
In the Conditions table window, click Add First Row.
In the Field Name field, click Select Value to select the field name by which to compare values.
In the Condition field, click Select Value to specify a condition. The condition is the comparison operator used to compare field values.
In the Value field, enter a value or click Select Value to select a value for the field that you specified in Step 4.
Select one of the following options and repeat as needed:

Add another row to a group

In the Within Group field, select a value to be used to evaluate the conditions between the rows.
Click Create New Row .
Enter values in these fields: Field Name, Condition, and Value.
Add more rows to the group as needed.

Add a new group

Click Create New Group .
In the Between Groups field, enter a value to be used to evaluate the conditions between groups.
Enter values in these fields: Field Name, Condition, and Value.
Add more rows to the group as needed.

Click Save SLA .

Note: You can delete only the last row in the table window.

Add Structured Conditions to an SLA

To add structured conditions to an SLA:

See Also