Extend SLA condition rules

You can create custom SLA condition class and condition rule records.

Custom SLA condition class and condition rule records enable you to modify the logic around one or more of the transitions involved in task SLA processing. The custom records can then be applied globally to the processing of all task SLA records or on a per SLA definition basis.

• Create a custom SLA condition rule
  You can create custom SLA condition rules to determine whether an SLA should attach, pause, complete, reattach, or cancel. SLA condition classes contain script to define processing for an SLA condition rule. Create an SLA condition rule after the SLA condition class is defined.
• Invoke an SLA condition rule globally
  You can globally change the default set of SLA condition rules.
• Invoke SLA condition rules on a specific SLA definition
  You can change the SLA condition rules for a specific SLA definition.

Parent Topic:Configuring Service Level Management