# OLA and SLA
The OLA actions provide support for time based operational level agreements within workflow. The activities can be used in conjunction with one or more activities both human and system. For example, an OLA can be configured for an approval or task activity within workflow or even a larger part of the process. Additionally, an OLA can be established for other integration type activities such as creating and waiting for closure of an incident in a third-party help desk system. One or more OLAs may be configured for a given workflow. OLAs defined for workflow are automatically associated with any SLAs, if any are found, for requests which have triggered the given workflow. The OLA and related SLA information is accessible under the SLA/OLA reports section for authorized users.
# OLA Start
Action Function: The OLA Start Activity is used to start the mark of an activity or routine within a workflow where the OLA timing should begin.
Action Outputs: The OLA Start Activity returns the following values as well as any values set in the activity’s OLA threshold times property:
[Blank] – Automatic output which should be used to connect activities which should begin immediately after the OLA time has started.
*Due Time Reached – This output occurs if the activity has reached the threshold of allowable time for the activity or routine to complete.
Action Properties:
Label
A label for the activity.
Properties
**Name **
The name of the OLA. This must match the corresponding OLA End activity.
Time Span
Used to set the time span in which the activity or routine should complete. It is configured as follows D.HH:MM:SS
Calendar
Used to select from predefined calendars to set the time span considerations for “in” time and “out” time in which the activity or routine should complete.
Variable to Store Time
Used to store the actual start time of the activity or routine. The variable should be set to type ‘date’.
Note: Suffix the variable name with '_UTC' for UTC time when creating the variable in the start action.
Variable to Store Due Time
Used to store the calculated due time of the activity or routine. The variable should be set to type 'date'.
Note: Suffix with the variable name with '_UTC' for UTC time. When creating the variable in the start action.
OLA Threshold Times
Multiple warning escalations for the action. These time-based outputs will occur if the respective End OLA activity has not yet been reached.
From the property window for this property, set any number of threshold times, using “Add” to add as many as needed.
Define a time in the Time column as either a fixed amount of time D.HH:MM:SS or as percentage of the calculated OLA due time, e.g. 50%.
Click “Save” or “Save and Close” to dismiss the property window.
# OLA End
Action Function: The OLA End Activity is used to note the completion time of a given OLA.
Action Outputs: The OLA End Activity has the following outputs:
[Blank] – Automatic output for the activity which could be connected to any activities which should occur immediately after this activity.
Due Time Exceeded – The activity has exceeded the threshold of allowable time for the OLA.
On Time – The activity has completed the activity or routine within the allowable time.
Action Properties:
Label
A label for the activity.
Properties
Name
The name of the OLA. This must match the name given in the corresponding OLA Start activity.
Variable to Store end time
Used to store the actual end time of the OLA into a variable of type 'date'.
Note: Suffix with the variable name with '_UTC' for UTC time. When creating the variable in the start action.
Variable to Store excess time
Used to store the time exceeded for the OLA into a string variable. The string will be set to time span formatted ([-]d.hh:mm:ss.ff) time that represents the difference between the expected and actual end time for the OLA activity.
# SLA Pause
Action Function: The SLA Pause Activity is used pause the timer on an active SLA
Action Outputs: The activity has the following outputs:
[Blank] – Automatic output for the activity which could be connected to any activities which should occur immediately after this activity.
Error – There was some error in pausing the requested SLA
Action Properties:
Label
A label for the activity.
Properties
Comment
A comment to be logged with the SLA pause
# SLA Resume
Action Function: The SLA Resume Activity is used to resume a paused SLA
Action Outputs: The activity has the following outputs:
[Blank] – Automatic output for the activity which could be connected to any activities which should occur immediately after this activity.
Error – There was some error in resuming the requested SLA
Action Properties:
Label
A label for the activity.
# SLA Thresholds
Action Function: Moved to "SLA Triggers"
# SLA Triggers
Action Function: The SLA Triggers (also used to be called "SLA Thresholds") Activity is used to define escalation times for an in-flight SLA
Action Outputs: The activity has the following outputs:
[Blank] – Automatic output for the activity which could be connected to any activities which should occur immediately after this activity.
*Due Time Reached – The SLA time limit was reached
Error – There was some error in setting the threshold for the SLA
*No SLA Found – An SLA could not be found associated to the workflow
Additionally, any thresholds defined in the SLA threshold times property will be available
Action Properties:
Label
A label for the activity.
Properties
SLA threshold times
Multiple warning escalations for the SLA. These time based outputs will occur if the respective workflow has not yet completed.
From the property window for this property, set any number of threshold times, using “Add” to add as many as needed.
Define a time in the Time column as either a fixed amount of time D.HH:MM:SS or as percentage of the calculated OLA due time, e.g. 50%.
Click “Save” or “Save and Close” to dismiss the property window.