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This is how to create and configure an SLA custom field :

Sommaire

Create the custom field

Create the custom field configure as SLA monitoring, The name of the custom field is 'Processing Time'


Configure the SLA custom field

After the creation, we configure the custom field

1.Configure the indicators

The start date is configured as the field 'Starting date' that is created for the example

the End date/time is configured by default (= current date)

We create 3 levels of indicator

  • Green between 0 and 2 days
  • Orange between 2 and 4 days
  • Red between 4 days and undefined value ( >4 days)


2.Assign the calendar


we will find the calendar that we create in the first step ( I. Create a working calendar)


The screen of the calendar choosen will be dislayed


3.Configure the scheduler

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in the tab 'scheduler', we will configure the scheduler

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Click in the button 'Configuration', the screen of the Scheduler will be displayed ( or access to the path: Administration > Manage Apps > SLA Monitoring scheduler > Scheduler configuration >Click on "Add a scheduler".  )


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4. Add action to do for each

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level


In the tab 'Actions', we will configure the action to execute for each level


For the green level, we will add a notification action

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2. Come back to the configuration, and add the groovy filename in the new action

 (the filename ='ActionToDo')


For the Red level, we will add both actions (notification and custom action),

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By clicking on the button 'Done', the configuration of the SLA will be saved.


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