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How to add Service Level Target event business rules

When working in the Incident and Request workflows, you can define business rules to run at specific times in the workflow according to the levels defined in the Service Level target (SLT). The rules will run when the duration reaches 0%, 15%, 30%, 50%, 75%, 90%, and 100% level of the target. You can configure the rules to set fields or send notifications.

Define a Service Level Target event business rule

  1. In the main menu, select Administration > Configuration > Records.

  2. Select Incident or Request as the record type and select the Processes and Rules tab.

  3. To define a business rule at the record type level, select Incident or Request in the tree (the top level of the tree). To define a business rule at the process level, select the required process in the tree (for incidents there is only one process).

  4. Locate the SLT Event process event and select Add.

  5. Select Simple rule. The Set rule dialog box opens. Select the Include condition check box to add a condition to the rule.

  6. Select a rule template.

  7. Edit the rule parameters. For more information on the rule parameters, see Action rule examples.

    In addition to the ordinary expressions that you can enter for the parameters, there are special expressions related to the target that can be entered in the rules under this process event. For more information on these expressions, see Service Level Target expressions.

  8. Click Save icon Save on the toolbar.

Service Level Target expressions

When entering parameters for a business rule under the SLT Event process event, you can access data related to one of the targets via an Expression Language phrase made of three parts:

  1. slt

  2. Specifies the target type. The available options are:

    • InitialReview
    • Resolution
    • ChatRequest (for support request records only)

  3. Specifies the required data. The available options are:

    • PercentageAchieved. The last percentage level of the target (0%, 15%, 30%, 50%, 75%, 90%, 100%) reached by the target duration.
    • Type. The type of the target.
    • TargetDate. The target date of the target.
    • ActualDuration. The duration of the target.
    • ActualPercentage. The actual percentage of the target reached by the duration.
    • Name. The name of the target.

For example, the phrase slt.IntialReview.TargetDate refers to the target date of the Initial Review target.

The out-of-the-box rules defined under the SLT Event process event include these expressions in their parameter values. The following example demonstrates how the expressions are implemented in a business rule:

One of the out-of-the-box rules for Requests sends a notification when the Resolution target duration reaches 50% of the target. The rule includes the following condition expression:

${slt.Resolution.PercentageAchieved == 50 && entity.PhaseId != 'Close' && entity.PhaseId != 'Abandon'}

This means that the last percentage level reached by the duration for the Resolution target was 50%, and the workflow is not in the Close or Abandon phases. If this condition is satisfied, the notification is sent.

The rule also specifies the values to enter in the notification parameters. These include: slt.Resolution.ActualDuration, slt.Resolution.TargetDate, and slt.Resolution.Type, which return the duration, target date, and type of the Resolution target, respectively.

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