⏱️ Lab 4: Trace SLA Timers and Explore Workflow

Prerequisites

• Login: TRAINEE01–10 / Welcome123
• Access to SR screens; Web Tools access (view only is fine)

Steps

1. Create or open an SR (use Lab 1 SR if available).
2. Review SLA/Entitlement fields on SR (e.g., Response Due, Resolve Due) if visible.
3. Change Status to In Progress → Pending External → In Progress → Closed to simulate lifecycle.
4. In Web Tools: open Object Explorer → Workflow Process → locate a support-related workflow (e.g., "SR Auto Assign" or similar).
5. Open workflow; review Start/End, decision points, and sub-process calls. Do not edit.

Mermaid: SLA Escalation Flow (Concept)

flowchart TD
  A[SR Created] --> B{Response Timer}
  B -- On-time --> C[In Progress]
  B -- Breach --> X[Escalate Level 1]
  C --> D{Resolve Timer}
  D -- On-time --> E[Closed]
  D -- Breach --> Y[Escalate Level 2]

Validation

• Observed or noted SLA fields (if present)
• Workflow opened in Web Tools and key steps identified
• Status transitions executed in proper order

Capture This (Screenshots)

• SR detail view showing SLA/Entitlement fields (or note if not visible)
• Web Tools: Workflow Process detail screen with Start/End nodes
• SR Status history or final Status = Closed