Event Related Activity

Explanation

This activity is an automated process used to update the SLA records and dates when an event related to fulfillment or triggering entity occurs. The enabled events used for the SLA Commitments are either specific for Request, Request Scope, Request Work Tasks or not specific to any entity at all and also should be SLA applicable. The SLA records and dates will be updated as follows,

• When the triggering event (Start Event) is recorded, SLA start date is set and Due date is calculated accordingly while the SLA status is changed from Planned to Active.
• When the fulfillment event is recorded, SLA fulfillment date is updated and the SLA status is changed to Closed.

If the event is not entity specific, SLA records are updated only if the event occurs on the specific triggering or fulfillment entity.

Prerequisites

• Enabled Events flagged as SLA applicable must exist
• An SLA Commitment has to be created.

System Effects

• SLA commitment records will be updated accordingly.