Installed with SLA breakdown definitions
Several types of components are installed with the SLA breakdown definitions.
Parent Topic:Activate SLA Breakdown definitions
Plugins installed with SLA breakdowns
Plugins are added with activation of SLA breakdowns.
SLA breakdowns adds the following plugin.
| Plugin | ID | Description |
|---|---|---|
| SLA Breakdowns | com.snc.sla.breakdowns | Provides the ability to generate breakdown data for each Task SLA record. For example, the breakdown data for each Task SLA record can be generated by Assignment group or Assigned to field.Note: You must have up-to-date versions of script includes TaskSLAController and RepairTaskSLAController before activating the plugin to ensure that breakdown data is generated correctly. If you have customized versions of either of these script includes, any customizations should be incorporated into the versions of these files from the most recent upgrade. |
Table installed with SLA breakdowns
Tables are added with activation of SLA breakdowns.
SLA breakdowns adds the following tables.
| Table | Description |
|---|---|
| SLA Breakdown Definition \[sla\_breakdown\_definition\] | A breakdown definition that is associated to a specific task type. For example, Incident. |
| SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | A breakdown definition field \(a child record of a breakdown definition\). Each record defines a mapping between a field on the associated task table and the breakdown data table. |
| SLA Breakdown Definition to SLA Definition relation \[sla\_definition\_sla\_breakdown\] | The relation between SLA Breakdown Definition and SLA Definitions. |
| SLA Breakdown Core \[sla\_breakdown\_core\] | The common columns for all SLA breakdown data tables. Each breakdown data table must extend this core table. Note: In the Madrid release, only the single breakdown data table SLA Breakdown By Assignment [sla_breakdown_by_assignment] is supported. |
| SLA Breakdown By Assignment \[sla\_breakdown\_by\_assignment\] | Contains the breakdown records generated for each Task SLA record that has an associated breakdown definition. |
Properties installed with SLA breakdowns
Properties are added with activation of SLA breakdowns.
SLA breakdowns adds the following properties.
| Property | Usage |
|---|---|
| com.snc.sla.breakdown\_processor.log | Logging level for script include SLABreakdownProcessor. Type: Choice list Default value: Notice Location: SLA logging module |
UI policy installed with SLA breakdowns
UI policies are added with activation of SLA breakdowns.
SLA breakdowns adds the following UI policies.
| UI policy | Table | Description |
|---|---|---|
| Make definition fields read only | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | Make read only any fields on the form that are from the parent SLA Breakdown Definition |
| Hide "Fieldname data" field | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | The ui policy hides the field “Fieldname data” from the form. This field is only used by scripts that dynamically update other fields on the form and which should not be modified through the UI. |
Script includes installed with SLA breakdowns
Script includes are added with activation of SLA breakdowns.
SLA breakdowns adds the following script includes.
| Script include | Description |
|---|---|
| SLABreakdown | Base class that provides constants for SLA Breakdowns. |
| SLABreakdownDefinition | Extends SLABreakdownDefinitionSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only. |
| SLABreakdownDefinitionSNC | Provides methods for managing records in the sla_breakdown_definition table. |
| SLABreakdownDefinitionAJAX | Provides client callable methods used for managing records in the sla_breakdown_definition table. |
| SLABreakdownDefinitionBreakdownField | Extends SLABreakdownDefinitionBreakdownFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only. |
| SLABreakdownDefinitionBreakdownFieldSNC | Provides methods that determine the available values for breakdown_field on the sla_breakdown_definition_field table. |
| SLABreakdownDefinitionSourceField | Extends SLABreakdownDefinitionSourceFieldSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only. |
| SLABreakdownDefinitionSourceFieldSNC | Provides methods that determine the available values for source_field on the sla_breakdown_definition_field table. |
| SLABreakdownDefinitionTaskTables | Extends SLABreakdownDefinitionTaskTablesSNC and in future releases can be used to override default functionality or provide additional methods. For the Madrid release, the script include is read only. |
| SLABreakdownDefinitionTaskTablesSNC | Provides the method that determines the available Task tables for breakdown definitions. |
| SLABreakdownProcessor | Extends SLABreakdownProcessorSNC and can be used to override default functionality or provide additional methods. |
| SLABreakdownProcessorSNC | Provides the methods for generating the breakdown data records for Task SLAs based on the available breakdown definition records. |
| SLABreakdownUtils | Extends SLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods. |
| SLABreakdownUtilsSNC | Provides utility methods used by some of the other SLA breakdown script includes. |
| TaskSLABreakdownUtils | Extends TaskSLABreakdownUtilsSNC and can be used to override default functionality or provide additional methods. |
| TaskSLABreakdownUtilsSNC | Provides methods for the task_sla table. |
Client scripts installed with SLA Breakdowns
Client scripts are added with activation of SLA breakdowns.
SLA breakdowns adds the following client scripts.
| Script include | Table | Description |
|---|---|---|
| Hide assignment breakdown reports | Task SLA \[task\_sla\] | Hides the embedded charts on the Task SLA form when no breakdown data is available. |
| Set available breakdown tables | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Populates the options in the sla\_breakdown\_table field. |
| Set fieldname data | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | Sets data into a hidden field which is then used by the field choice scripts that populate breakdown\_field\_name and source\_field\_name. |
| Show 2010 engine message | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Displays a message on the form for instances that are running the 2010 SLA engine. |
| Show breakdown data exists message | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | Displays a message on the form to explain that fields are read only due to breakdown data existing. |
| Show breakdown data exists message | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Displays a message on the form to explain that fields are read only due to breakdown data existing. |
| Update already defined task tables | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Disables options in the task\_table field for task types that already have a breakdown definition. |
| Warning on setting inactive | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Prompts for confirmation when a breakdown definition is updated to be inactive. |
Business rules installed with SLA breakdowns
Business rules are added with the activation of SLA breakdowns.
SLA breakdowns adds the following business rules.
| Business rule | Table | Description |
|---|---|---|
| Clear SLA Breakdown definitions cache | SLA Breakdown Definition to SLA Definition relation\[sla\_definition\_sla\_breakdown\] | Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted. |
| Clear SLA Breakdown definitions cache | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted. |
| Clear SLA Breakdown definitions cache | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Clears the SLA breakdown definitions cache whenever a record is inserted, updated, or deleted. |
| Delete active breakdown data on inactive | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Deletes any breakdown data records for active Task SLA records when the breakdown definition is updated to inactive. |
| Get breakdown table data | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Populate data on the scratchpad that is required by client scripts. |
| Get SLA breakdown data | Task SLA \[task\_sla\] | Populate data on the scratchpad that is required by client scripts. |
| m2mSLABreakdownRestrictBreakdownDefs | Global \[global\] | Script to restrict the available values in the sla\_breakdown\_definition column in many-to-many table sla\_definition\_sla\_breakdown. |
| m2mSLABreakdownRestrictSLAs | Global \[global\] | Script to restrict the available values in the sla\_definition column in many-to-many table sla\_definition\_sla\_breakdown. |
| Process changes to tables | SLA Breakdown Definition \[sla\_breakdown\_definition\] | Perform additional processing when either the sla\_breakdown\_table or task\_table is changed. |
| Process SLA Breakdowns | Task SLA \[task\_sla\] | Creates and updates breakdown data whenever a Task SLA record is created or updated. |
| Set field values into scratchpad | SLA Breakdown Definition Field \[sla\_breakdown\_definition\_field\] | Populate data on the scratchpad that is used by other business rules or client scripts. |