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You use the Add Action dialog box to create new
SLA actions. Actions are based on events that occur at particular times relative to
the SLA term breach time. SLA term schedules are used for configuring actions that should
occur once an SLA term has become active against a problem or call. Actions that are
available are executable programs, system actions, SQL commands, and notifications. See Working with SLA Actions for more information. Actions are
initiated by the SLA Monitor in response to activating an SLA event. Each SLA event can
have many actions associated with it, which are initiated in the order specified by the
order in which they appear in the Actions list of the Add Action dialog box. There will be
certain variables available to the administrator when setting up an action. When the
action is initiated, these variables will be replaced with the appropriate value. The
following is a list of available variables:
Variable |
Value |
{{SLAMNTR:REFERENCE_ID}} |
The problem ID of the problem associated with the active SLA. |
{{SLAMNTR:TERM_ID}} |
The term ID of the term associated with the active SLA. |
{{SLAMNTR:TERM_NAME}} |
The name of the term associated with the active SLA. |
{{SLAMNTR:BREACH_DATE}} |
The date that the active SLA will breach. |
{{SLAMNTR:BREACH_TIME}} |
The time that the active SLA will breach. |
{{SLAMNTR:CURRENT_OWNER}} |
The current owner of the problem associated with the active SLA. |
{{SLAMNTR:PREVIOUS_RETCODE}} |
A success or failure return code from the previous action. |
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