2 Replies Latest reply on Apr 15, 2019 7:51 AM by Hardik Desai

    Response SLA not return to its default behavior [ submit date + SLA goal ]

    imran k
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      In SLA status response SLA time stamp is not return to default, If assignee selected in ticket after  'SLA response due date' is crossed.

       

      SVT stop condition = assignee!= Null

       

      SLA goal = 30 min [ medium ]

       

      for e.g. ticket submitted @ 10 Am  [ default behavior - 10 Am + 30 min = 10:30 Am ]

       

      Ticket assigned group # 1   =  10 Am     ---------clock start

      Ack / Assigned  = 10:10 Am   ---------- Clock stop

       

      ------------- Remain  SLA due if re-assigned happens = 20 mins as group #1 used 10 min of due ---------

       

      now - ticket re-assigned to group # 2  = 12 PM    ----------- clock start

                               [ new sla due date [ assigned date + remaining SLA ] = 12:20 PM ]

      Ack/ Assigned  =  3 PM  ------------- clock stop

       

      now the clock is stopped and New SLA due also crossed, but SLM status time stamp remains with new SLA due i.e = 12:20 PM

       

      but one more time if we re-assign to group & Ack it , then time stamp capture as per default [ 10:30 Am ]

       

      I don't understand what hold it to return for default behavior and why it's required one more start / stop ?

       

      Please advice.

        • 2. Re: Response SLA not return to its default behavior [ submit date + SLA goal ]
          Hardik Desai

          Hi imran k, For better analyzing the behavior can you please share : T&C, start condition, Re-Open SVT measurement = ? and also incident/ticket updates to match the service target condition.

           

          Considering ReOpen service target measurement = Yes, for the conditions you have described, behavior should be as follows:

          1) Ticket submitted at 10:00 AM and SVT with goal time 30min is measured, SVTDueDate : 10:30 AM, Status = In Process

          2) Update ticket to meet Stop condition at 10:10 AM, SVTDueDate : 10:30 AM, Status = Met

          3) Update ticket to again meet Start condition at 12:00 PM, SVTDueDate : 12:20 PM, Status = In Process (as ReOpen = Yes existing measurement record is re-opened and only remaining goal time is adjusted to calculate SVTDueDate )

          4) Do not update ticket until 12:30 pm, SVTDueDate : 12:20 PM, Status = Missed Goal

          5) Update ticket to meet Stop condition at 1:00 PM, SVTDueDate : 12:20 PM, Status = Missed

          6) Update ticket to again meet Start condition at 3:00 PM, SVTDueDate : 12:20 PM, Status = Missed Goal (as no goal time is remaining to be adjusted the SVTDueDate is not adjusted and will stay the same, change will only be in Status)

           

          If you are seeing different behavior following above steps please share the requested info.

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