Calculate Ticket SLA

Trigger SLA-Calculation on tickets from Compliance Rules and other automated sources.

Contract type: Subscription
License metric: Installation
Manufacturer Matrix42 AG


The Action Calculate Ticket SLA is an action that calculates the service-level-agreement for a ticket by executing the same logic as the control SLA Picker in incident general dialog tab. This action is designed to be used as a Compliance Rule custom action for the following supported configuration items: Incident, Task, Change and Problem. This action is extremely useful in cases of object changes or data imports outside of the object dialog UI, such as GDI import jobs, SQL Agent Jobs or SSIS Jobs.

  • New feature: all SLA relevant fields can be specified in a config file for each configuration element. Supported fields are CreatedDate, Initiator, Asset, Service, and Priority.