Service Level Management Properties
Use the following properties to configure service consumers and the SLA module.
To get a list of available system properties, navigate to System Properties → All Properties.
itsm.slm.new_indication_enabled
To enable indications from the Indications (sys_indication) table, set the value to true. When set to false, the SLA is used with the indications from the Indications (slm_timepoint_indication) table.
Type: Boolean
Default value: false
simple.slm.default_level_of_consumer
Specify the system name of the level of the organizational units to be available for selection in the Service consumer task record field. This is implemented as a removable filter.
The organizational unit level specified in the property also determines the value to be added in the Service consumer field if the Caller is consumer checkbox is selected for the task record or if the simple.caller_is_consumer.enabled property is set to true.
If the simple.slm.default_level_of_consumer property value is empty or invalid, users will be able to select the Service consumer from among the organizational units of all levels.
The property accepts the following values corresponding to the organizational unit levels:
- company
- branch
- section
- department
- unit
- group
- team
- authorized employee
Type: String
Default value: company
simple.caller_is_consumer.enabled
Set the value to true for the Service consumer field to be automatically completed with the organizational unit of the Caller according to the level set in the simple.slm.default_level_of_consumer property once the Service is specified. In this case, the Caller is consumer checkbox is not displayed on the form.
If the simple.caller_is_consumer.enabled property is set to true but the simple.slm.default_level_of_consumer property value is empty, the Consumer field will be completed with the corresponding value of the Caller's record in the Authorized Employee (org_authorized_employee) table.
If the simple.caller_is_consumer.enabled property value is empty or invalid, the system behaves similarly to when the property is set to false. After specifying the Service, the Service consumer field is not completed automatically, but the user can specify that the Caller is consumer by selecting the corresponding checkbox.
Type: Boolean
Default value: false
slm.calculation.max.actual_elapsed_percentage
This system property is not supported for the Indication (sys_indication) table in the new SLA module.
Specify the percentage value for the Astronomical time elapsed in % field, after which the indication stops recalculation.
This value is specified as a percentage and should be greater than or equal to 100%.
If no value is specified, then the default value of 1100% is applied.
The duration of the indication pause is not taken into account when recalculating the maximum elapsed percentage value for the specified indication.
Type: Integer
Default value: 1100
slm.calculation.period.after_breach
Specify the recalculation period for an indication that is already breached.
If no value is specified, then the default value (7200 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 7200
slm.calculation.period.before_breach_greater_than_1_day
Specify the indication recalculation period if there is more than one day left before breach time (this value is specified in the Breach time field of the Indication form).
If no value is specified, then the default value (7200 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 7200
slm.calculation.period.before_breach_1_day
Specify the indication recalculation period if there are from 6 hours to 1 day left before breach time (this value is specified in the Breach time field of the Indication form).
If no value is specified, then the default value (3600 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 3600
slm.calculation.period.before_breach_6_hour
Specify the indication recalculation period if there are from 2 to 6 hours left before breach time (this value is specified in the Breach time field of the Indication form).
If no value is specified, then the default value (1800 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 1800
slm.calculation.period.before_breach_2_hour
Specify the indication recalculation period if there are from 30 minutes to 2 hours left before breach time (this value is specified in the Breach time field of the Indication form).
If no value is specified, then the default value (600 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 600
slm.calculation.period.before_breach_30_minutes
Specify the indication recalculation period in case if there are less than 30 minutes left before breach time (this value is specified in the Breach time field of the Indication form).
If no value is specified, then the default value (60 seconds) is applied. The minimum value is 60 seconds.
Type: Integer
Default value: 60
slm.calculation.period.in_pause
This system property is not supported for the Indication (slm_timepoint_indication) table in the outdated SLA module.
Specify the period in seconds to recalculate indications in the Paused state. If not set, the system determines the recalculation time based on the time remaining until the set breach time and other system properties. The minimum value is 60 seconds.
Type: Integer
Default value: No