SLA Rules

System-wide SLA Policies can be defined along with the SLA Rules, which, in turn, enforce or depict the violations of an SLA on a particular production day. When an SLA Policy is compiled for an effective date (similar to a job definition compilation to create jobruns), it generates the corresponding SLA Rules for those effective dates.

Typical Operations:

  • Enabling an SLA Rule makes it active.

  • Copying a parent SLA copies its child hierarchy which would be an SLA or an SLA Rule.

  • Deleting a parent SLA is possible only if none of its child SLAs with or without SLA rules are referenced (mapped) in other objects.

  • Assigning a disabled Business Activity tag to one or more SLA Rule, displays an error message.

SLA Rule Examples

From the browser, issue and click Manual Commands (Post). Test the REST API examples from the Client Manager API post screen that appears. Likewise, error messages and exceptions are displayed for invalid parameters and unsuccessful execution of a request.

Create an SLA Rule

The SLA Rule object provides a method called create. This REST API call allows a user to create an SLA Rule.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.create xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<object></object>
</tes:SLARule.create>
</entry>

Update an SLA Rule

The SLA Rule object provides a method called update. This REST API call allows a user to update an SLA Rule.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.update xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<object></object>
</tes:SLARule.update>
</entry>

Delete an SLA Rule

The SLA Rule object provides a method called delete. This REST API call allows a user to delete an SLA Rule.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.delete xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<object></object>
</tes:SLARule.delete>
</entry>

Enable or Disable an SLA Rule

The SLA Rule object provides a method called enable. This REST API call allows a user to enable an SLA Rule.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.enable xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<id></id>
<active>Y</active>
</tes:SLARule.enable>
</entry>

This REST API call allows a user to disable an SLA Rule.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.enable xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<id></id>
<active>N</active>
</tes:SLARule.enable>
</entry>

Assign a Business Activity Tag to an SLA Rule Definition

The SLA Rule object provides a method called assigntags. This REST API call allows a user to assign one or more Business Activity tags to one or more SLA Rule definition objects.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.assigntags xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<tags>Tag</tags>
<rules>Rule</rules>
</tes:SLARule.assigntags>
</entry>

These fields are required to assign a Business Activity tag to an SLA Rule:

  • Tag names should be provided as comma-separated strings, and should reference a valid existing tag that is not deleted or disabled.

  • Rules names should be provided as comma-separated strings.

    This API call provides the ability to assign all the existing tag mappings to one or more SLA rules.

Remove a Business Activity Tag from an SLA Rule Definition

The SLA Rule object provides a method called removetags. This REST API call allows a user to remove one or more Business Activity tags from one or more SLA Rule objects.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.removetags xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<tags></tags>
<rules></rules>
</tes:SLARule.removetags>
</entry>

These fields are required to assign a Business Activity tag to an SLA Rule.

  • Tag names should be provided as comma-separated string and should reference a valid existing tag that is not deleted or disabled.

  • Rules names should be provided as comma-separated string.

    This API call provides the ability to remove all the existing tag mappings for one or more SLA rules.

Replace a Tag Mapping from an SLA Rule Definition

The SLA Rule object provides a method called replacetags. This REST API call allows a user to delete all the existing tag mappings for one or more SLA rules and replace them with new mappings.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.replacetags xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<tags></tags>
<rules></rules>
</tes:SLARule.replacetags>
</entry>

These fields are required to replace the existing tag mappings of one or more SLA rules with the new mappings:

  • Tag names should be provided as comma-separated strings and should reference a valid existing tag that is not deleted or disabled.

  • Rules names should be provided as comma-separated strings.

    This API call provides the ability to remove and replace all the existing tag mappings for one or more SLA rules.

Remove Tag Mappings from an SLA Rule

The SLA Rule object provides a method called removetagmappings. This REST API call allows a user to remove all tag mappings from one or more SLA Rule definitions.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.removetagmappings xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<rules></rules>
</tes:SLARule.removetagmappings>
</entry>

These fields is required to remove all tag mappings from one or more SLA Rule definitions.

  • Rules names should be provided as comma-separated strings.

Get History

This SLA Rule object provides a method called SLARule.getHistory that retrieves SLA history records directly from the database for a specific SLA Rule ID. The method returns the history records in descending order of Create Time.

<?xml version="1.0" encoding="UTF-8" ?>
<entry xmlns="http://purl.org/atom/ns#">
<tes:SLARule.getHistory xmlns:tes="http://www.tidalsoftware.com/client/tesservlet">
<id></id>
</tes:SLARule.getHistory>
</entry>

Note: The “id” is the SLA Rule ID, which is required field.