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AI_CRM_PROCESS_SLA - Report AI_CRM_PROCESS_SLA

AI_CRM_PROCESS_SLA - Report AI_CRM_PROCESS_SLA

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Purpose

Report AI_CRM_PROCESS_SLA sets SLA status values, such as IRT Warningor MPT Exceeded, in incidents. To set the SLA status values, schedule the report to run at regular intervals.

The report has several selection options. For most use cases, leave all options at the default values.

Integration

Prerequisites

Features

Selection

Process triggers

Set the Process triggersoption to have the report set the appropriate SLA status values in open incidents.

Leave the other fields in this section emtpy. Only use them if you encounter performance problems due to high volumes of incidents that the report must process:

  • Package size: The number of incidents the report processes in one group. Only set this if you want to restrict the number of incidents that the report processes at one time in order to reduce performance impacts. If you set a package size, you must also set a total size.
  • Total size: The total number of incidents to process in one run of the program. The system automatically sets a suggested total of 10 000 if you select a package size. You can only use this option in conjunction with a package size. The report then processes up to the specified total number of incidents in groups of the size specified by the package size. For example, if you set the package size to 100 and the total size to 500, each run of the report processes up to 500 incidents in five groups of 100.

To process selected incidents, use the following options:

  • Transaction no.: Process only incidents that have the specified ID numbers.
  • Priority: Process only incidents that have the specified priorities.
  • Status: Process only incidents that have the specified status values.

Clean-up trigger tables

Set the Clean-up trigger tablesoption to have the report remove old entries from the processing tables. This is normally not necessary. Use the option only if you find inconsistencies in your system resulting from mass deletions of incidents, archiving of incidents, or similar.

The report removes old entries from the following tables:

  • AISLAIDX
  • AISLAIDX_CLOCK

Rebuild Index

Set the Rebuild indexoption to have the report completely reconstruct the processing tables. Use the option only if you note issues with the processing of incidents, for example, if you find that the report does not correctly set the status of incidents.

You can use the fields in this section to restrict the report to rebuilding the index for only certain incidents.

Standard Variants

Output

Activities

Example






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