BMC Helix Remedyforce : How to Troubleshoot  SLA Issues in Remedyforce ?

Version 10
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Helix Remedyforce Service Desk



    QUESTION:

    How to Troubleshoot  SLA Issues in Remedyforce ?


    ANSWER:

     

      NOTE: Aside from the condition being clearly not met the main circumstance the prevents SLAs from being applied to Remedyforce Incidents is the when the Incident is created and closed (or other SLA stop condition being met) in the same action. 
      
        
      
      Scenario 1:
      
      1. Create an incident with mandatory fields on SFDC incident page. (Here status Is changed to Open and Business hours are applied from workflows)
    2. Change the impact and urgency and save the record. (The priority will be calculated)
    3. Now add the account and change status to closed then save the record.
     
    Result: The SLA will not be applied. This is because the account is updated but at the same time status is change to closed not satisfying the first of the four criteria. This is as per design.
      
        
      
        
      
      Scenario 2: 
      
      1. When SLA is of type response time, you cannot configure Stop Clock conditions.
    2. Because the stop clock criteria for "Response Time" SLA by default is Responded Date.
      
     
      Result: Since the Response Date is already populated for an incident the Service Target will not be applied. This is as per design.
      
        
      
        
      
      Miscellaneous:
      
      1. If the Service is not selected when the Incident is created the SLA will not be applied, however the SLA clock is running.  When the TSA goes back an updates the Incident to select a Service the will SLA fire based on the open date of the Incident and not the time the SLA was applied when the Service updated on the Incident.  If there has been a delay in updating the Service and the SLA Target has passed the SLA will be missed, as the SLA timer calculates from the Open Date and NOT the date the SLA was applied.
      
        
      
      2. If the SLA Target is a Responded Time and Responded Date is set before the Service is applied, to apply the SLA, the SLA WILL NOT be applied to the Incident.
      
       
      
      3. If the SLA Responded date is set during creation of the Incident the SLA WILL NOT be applied.
      
        
      
      4. When Selecting a Service for the SLA in General Information, the Service must located in the BMC Business Service Class.

    5. Make sure all Statuses required to which the record may be set are configured in the Service Target Measurement for Start, Pause and Stop.


    Objects Related to Incident SLA Transactions:
    1. Incident Service Targets - These are the records that appear in the popup when the blue Service Target icon is clicked and used for reporting.  These records should NOT be deleted.
    2. SLA Milestone Incident Transactions - These are the transaction actions that are currently waiting to be processed or are in process.  When notifications are not being sent and the SLA Milestone Processor is running Delete the oldest of these records.  If the notifications still do not send delete all the records in this object.
    3. SLA Milestone Incident History - The are the results of the SLA Milestone Incident Transactions that were processed and either succeeded or failed. When notifications are not being sent and the SLA Milestone Processor is running Delete the oldest of these records. If the notifications still do not send delete all the records in this object.

     


    Article Number:

    000212271


    Article Type:

    FAQ/Procedural



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles