This document describes changes in the behavior of the Service Level Management functionality that come as part of the Midas (May 2018) release.
User interface changes will be observed by Administrators immediately after the upgrade to the Midas Release. Changes to the actual SLA engine will not visibile until the customer's individual instance is migrated to the new engine. Each customer will be notified of their migration date and time.
Note: Legacy SLA Interface will be declared as EOL from 31-Dec-2018 and all the customers will be migrated to the new SLA Interface
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Action Required by Administrator - For existing open tickets that were logged prior to the Midas Release, values will not show up in the new Updated field. Tickets manually updated or new tickets will show values in the new Updated field.
Measured Value will update only when the ticket is updated or SLA background job runs
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| Legacy SLA Module | New SLA Module |
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All Communication Emails related to Service Level Management (like SLA Breached Notification etc) show date time as per Default Timezone set under the Configuration Parameter. | Communication Emails related to Service Level Management will show date time fields in GMT. For example the ${created_date} token in the SLA Breached Notification template will show time in GMT. Administrators are advised to add the label 'GMT' after date tokens if they are using them in the SLA related Communication Templates. Example : ${created_date} GMT |
Thresholds cannot be more than 300000 minutes
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