bhavani.rao@samanage.com

SLM Rule Updates for Targets Configured in Days

Discussion created by bhavani.rao@samanage.com on Feb 18, 2016
Latest reply on Feb 21, 2016 by Yuval Pecht

We recently made improvements in how incident breaches are calculated for SLM rules with targets configured in days. This applies to adding or editing a rule in the "Define Target" section of "Rules for Service Level Management" under "Setup".

 

How can this help you do a better job?
SLAs are calculated by incorporating two items; business hours and incident state, thereby helping you ensure customer satisfaction. The SLM target can be configured to include or not include business hours as well as suspended when an incident transitions into an inactive state. Incidents in an inactive state are not affected by SLM rules, examples include incidents waiting for a response, waiting to be assigned, etc.

 

Here are four possible options that you can configure:

A. Calculate breach using business hours on incidents in states where the SLA rule applies

 

The SLA timer initially starts at the next available business hour on incident states where the SLA rule applies. Once the timer starts counting, it counts in 24 hour business intervals until the rule is breached. If an incident transitions into a state where the SLA rules doesn't apply, the timer will be suspended temporarily.

 

Example
An incident is created on a Saturday at 9AM for a PC drive failure. The Service Level Management Rule is set for a resolution in two days, using business hours of Monday - Friday 8 AM-5 PM, where certain incident states apply. The SLA timer commences counting on Monday at 8 AM. 

 

There are 30 minutes of time waiting for a response on a question to the end user. That 30 minutes is not counted by the SLA timer because the incident has transitioned into an inactive state. You are then alerted of a breach if the incident is not resolved by Wednesday 8:30 AM.

B. Calculate breach using business hours in incidents in states where the SLA rule does or doesn?t apply

 

The SLA timer initially starts at the next available business hour for any incident state. Once the timer starts counting, it counts in 24 hour intervals, regardless of the incident state, until the rule is breached.

 

Example
An incident is created on a Saturday at 9AM for a PC drive failure. The Service Level Management Rule is set for a response in two days, using business hours of Monday - Friday 8 AM-5 PM, where all incident states apply. The SLA timer commences counting on Monday at 8 AM and alerts you of a breach if there is no response to the incident by Wednesday 8 AM.

C. Calculate breach without using business hours on incidents in states where the SLA rule applies

 

This option calculates breaches in 24 hour intervals starting from the date the incident was created. The SLA timer will commence counting immediately on active incidents until the rule is breached. If an incident transitions into a state where the SLA rules doesn?t apply, the timer will be suspended temporarily.

 

Example
An incident is created on a Saturday at 9AM for a PC drive failure. The Service Level Management Rule is set for a response in two days, where active incident states apply. The SLA timer commences counting immediately on Saturday at 9 AM.

 

On Sunday, there are 30 minutes of time waiting for a response on a question to the end user. That 30 minutes is not counted by the SLA timer because the incident has transitioned to an inactive state. You are then alerted of a breach if the incident is not resolved by Monday 9:30 AM.

D. Calculate breach without using business hours on incidents in states where the SLA rule does or doesn?t apply

 

This option calculates breaches in 24 hour time intervals starting from the date the incident was created. The SLA timer will commence counting immediately, regardless of the incident state, until the rule is breached.

 

Example
An incident is created on a Saturday at 9AM for a PC drive failure. The Service Level Management Rule is set for a response in two days, where any incident state applies. The SLA timer commences counting on Saturday at 9AM. You are then alerted of a breach if the incident is not resolved by Monday 9:00 AM.

 

At your service,

The Samanage Team

Outcomes