Example 3: Moving escalation points to a working day
Overview
This example considers working times and holidays. The creation date is a working day and therefore it can be used as a basis for calculation. However, the calculated reaction and solution points fall on a holiday or a weekend, so they are postponed by the system.
SLA |
Incident SLA |
|
---|---|---|
Service Levels |
Reaction Time |
Solution Time |
Priority: High |
1 hour |
1 day |
Priority: Medium |
1 hour |
3 days |
Priority: Low |
1 hour |
5 days |
Priority: None |
1 hour |
10 days |
Service Time Profile |
|
---|---|
Working Times |
Monday - Friday, 08:00 - 17:00 |
Holidays |
Friday, 1/5/2009 |
Time zone of the system |
Karlsruhe (GMT+1) |
Time zone of the ticket creator |
Karlsruhe (GMT+1) |
Ticket |
Incident 1 |
Ticket |
Incident 2 |
---|---|---|---|
SLA |
Incident SLA |
SLA |
Incident SLA |
Creation Date |
Thursday, 4/30/2009, 12:00 PM |
Creation Date |
Thursday, 4/30/2009, 12:00 PM |
Priority |
High |
Priority |
Medium |
Reaction Point |
Thursday, 4/30/2009, 1:00 PM |
Reaction Point |
Thursday, 4/30/2009, 1:00 PM |
Solution Point |
Monday, 5/4/2009, 12:00 PM |
Solution Point |
Wednesday, 5/6/2009, 12:00 PM |
Ticket |
Incident 3 |
Ticket |
Incident 4 |
---|---|---|---|
SLA |
Incident SLA |
SLA |
Incident SLA |
Creation Date |
Thursday, 4/30/2009, 12:00 PM |
Creation Date |
Thursday, 4/30/2009, 12:00 PM |
Priority |
Low |
Priority |
None |
Reaction Point |
Thursday, 4/30/2009, 1:00 PM |
Reaction Point |
Thursday, 4/30/2009, 1:00 PM |
Solution Point |
Friday, 5/8/2009, 12:00 PM |
Solution Point |
Friday, 5/15/2009, 12:00 PM |
Calculation of Reaction Points
Formula: Creation Date + SL Reaction Time = Reaction Point
- Incidents 1-4: Thursday, 4/30/2009 12:00 PM + 1 hour = Thursday, 4/30/2009 1:00 PM
Calculation of Solution Points
Formula: Creation Date + SL Solution Time = Solution Point
- Incident 1: Thursday, 4/30/2009 12:00 PM + 1 working day = Friday, 5/1/2009, 12:00 PM
5/1/2009 is a holiday. As only working days are used for the calculation, the next working day is Monday.
Formula: Solution Point + 3 working days (holiday + 1 weekend) = Monday, 5/4/2009, 12:00
- Incident 2: Thursday, 4/30/2009 12:00 PM + 3 working days = Sunday, 5/3/2009, 12:00 PM
Friday, Saturday and Sunday are not working days. They are ignored for the calculation, so the third working day is Tuesday, 5/6/2009.
Formula: Solution Point + 3 working days (holiday + 1 weekend) = Wednesday, 5/6/2009, 12:00 PM
- Incident 3: Thursday, 4/30/2009 12:00 PM + 5 working days = Tuesday, 5/5/2009, 12:00 PM
Friday, Saturday and Sunday are not working days. They are ignored for the calculation, so the fifth working day is Friday, 5/8/2009.
Formula: Solution Point + 5 working days (holiday + 1 weekend) = Friday, 5/8/2009, 12:00 PM
- Incident 4: Thursday, 4/30/2009 12:00 PM + 10 working days = Sunday, 5/10/2009, 12:00 PM
Formula: Solution Point + 10 working days + 5 working days (holiday + 2 weekends) = Friday, 5/15/2009, 12:00 PM
If the unit for the reaction and solution time is specified in days, the solution points are postponed by the system in full days only.