3 Replies Latest reply on Feb 24, 2015 11:13 PM by Hardik Desai

    WO Completed but the SLA attached is having Status In process or Warning

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      We have an incident related to SLA wherein SLAs are not properly attaching it seems.

       

      For all WOs the SLA timing is different (but actually it should be same because same SLA only attached in all WOs). and also when checked the SLA status thats is in Inprocess status or Warning status but the WO is closed.

       

      Could you please advice what could be the issue?

       

      Thanks,

      SNKWO SLA.jpgSLASTatus.jpg

        • 1. Re: WO Completed but the SLA attached is having Status In process or Warning
          Hardik Desai

          Hi SNK,

           

          Following are the meaning of SLM status:

          -Attached : When Terms & Condition of a service target are True.

          - In Process: When Start When qualification (Measurement tab of SVT) of the service target are True.

          - Warning: When measurement is In Process and Warning % of Goal time (configured under Measurement tab) has been passed for the GoalTime and Stop When qualification is not True yet.

          - Met: When Stop When qualification (Measurement tab of SVT) of the service target are True before the service target due date for an ongoing (In Process/Warning) SVT measurement.

          - Missed: When Stop When qualification (Measurement tab of SVT) of the service target are True after the service target due date for an ongoing (In Process/Warning) SVT measurement.

           

          In your case, please confirm following:

          - Whether the Stop When qualification of the service target is True.

          - Try rebuilding Data source filters (Application Admin Console --> Custom Config tab --> SLM --> Configure Application Settings --> Data source --> Highlight the Data source in the table and click 2. Modify Filters)

           

          Thanks

          Hardik

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          • 2. Re: WO Completed but the SLA attached is having Status In process or Warning

            Thank you Hardik,

             

             

            Here WO has been marked Completed but the SLA attached is in Inprocess Status or there are some in Warning Status.

             

            we tested but we are not able to reproduce.It works but there are some WO we saw these status and not sure why it is there?

             

             

            It works right now so cant rebuid it.

             

            Thanks

            • 3. Re: WO Completed but the SLA attached is having Status In process or Warning
              Hardik Desai

              Hi SNK,

               

              Thanks for the update.

               

              When a service target is In Process for a Completed/Closed WO, in due course of time it is expected that the status changes to Warning & further to Missed Goal as these events are handled by SLM escalation which treats the measurement still being open.

               

              The area of investigation here would be to verify the difference in how the status on the WO ticket is updated to Completed for affected tickets. (Eg. WO submitted in Completed status). Need to review it based on the service target measurement definition.

               

              Thanks

              Hardik

              1 of 1 people found this helpful