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Determining which contacts and organizations have SLAs applied
Answer ID 2119   |   Last Review Date 12/19/2018

How can I determine which of our contact and organization records have service level agreements (SLAs) applied to them?

Environment:

Analytics, Service Level Agreement (SLA)
Oracle B2C Service

Resolution:

To determine which SLA instances have been applied to contacts or organizations, you can create custom reports that join the sla_instances database table to the contacts or organizations table.

For example, to determine which contact records have SLA instances applied to them, you can create a custom report similar to the following:

  • Data Set:
    sla_instances joined to the contacts table
     
  • Run-time Selectable Filters:
    sla_instances.state in list Any
    (allows you to filter for active SLAs or disabled SLAs if necessary)

    sla_instances.sla_id
    (allows you to report on specific SLA names of interest)
     
  • Output Columns:
    contacts.full_name -- contact's first and last name
    sla_instances.sla_id -- the name of the SLA
    sla_instances.slai_id -- the database ID for the SLA instance
    sla_instances.state -- whether the SLA is active, disabled, not ready or used up
    sla_instances.activedate -- date the SLA instance was applied

If you are using organization records, then the SLA instance must be applied to the organization record, so you could create a similar report as above except you would use the organizations table instead of the contacts table.

 

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