Key SLA concepts
SLA Definition: The configuration record that defines the SLA — which table it applies to, what conditions trigger it, the target duration, schedule, and pause conditions.
Task SLA: The record created when an SLA Definition attaches to a specific record. This is the live timer — it shows start time, breach time, percentage complete, and current state.
SLA states
- In Progress — actively counting down
- Paused — paused by a condition (On Hold state, waiting for user, etc.)
- Completed — met before breach
- Breached — target exceeded
Retroactive start
Retroactive start means the SLA starts from the record's created time, not from when the SLA Definition was activated. If you activate an SLA Definition on a table with existing records, retroactive start means those existing records immediately have SLAs that are potentially already breached.
This is the most common source of unexpected breaches on first activation. Test SLA Definitions on a test instance first.
Schedules and SLAs
SLAs can be tied to business hour schedules — the countdown only runs during business hours. A "4-hour response" SLA on a business hours schedule gives you 4 business hours, not 4 calendar hours. Make sure your SLA target duration and schedule align with stakeholder expectations.
Debugging unexpected breaches
- Open the Task SLA record (Activities section > SLA tab on the incident)
- Check Start Time, Stage, and Business Duration fields
- Look at the SLA workflow execution log to see state transitions
- Verify the SLA Definition conditions match what you intend
- Check whether the SLA is attached to the right schedule
Multiple SLAs on one record
A single incident can have multiple Task SLA records — one for response time, one for resolution time. Each is evaluated and tracked independently. This is normal and expected.