# Example 4: Escalation points outside working times

## Overview

This example considers working times and holidays. The creation date is within working times and therefore it can be used as a basis for calculation. Although the calculated reaction and solution points fall on a working day, they are outside working times, so they are postponed by the system.

SLA

Incident SLA

Service Levels

Reaction Time

Solution Time

Priority: High

1 hour

8 hours

Priority: Medium

1 hour

12 hours

Priority: Low

1 hour

24 hours

Priority: None

1 hour

48 hours

Service Time Profile

Working Times

Monday - Friday, 08:00 - 17:00

Holidays

Friday, 5/1/2009

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, 11:00 AM

Solution Point

Monday, 5/4/2009, 3:00 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, 12:00 PM

Reaction Point

Thursday, 4/30/2009, 1:00 PM

Solution Point

Wednesday, 5/6/2009, 9:00 AM

Solution Point

Friday, 5/8/2009, 3:00 P

## 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 (Friday, Saturday and Sunday are not working days. Only hours on working days are used for the calculation).

• Incident 1: Thursday, 4/30/2009 12:00 PM + 8 hours = Monday, 5/4/2009, 11:00 AM
• Incident 2: Thursday, 4/30/2009 12:00 AM + 12 hours = Monday, 5/4/2009, 3:00 PM
• Incident 3: Thursday, 4/30/2009 12:00 PM + 24 hours = Wednesday, 5/6/2009, 09:00 AM
• Incident 4: Thursday, 4/30/2009 12:00 PM + 48 hours = Friday, 5/8/2009, 3:00 PM

If the unit for the reaction and solution time is specified in hours or minutes, only the hours on working days are considered for the calculation of the solution points.

If the reaction and solution time unit is specified in Days, then Solution or Reaction Time is calculated as "Created Date + Time Unit Days". If the Calculated Date is not in the Working Hours of the new Date then the next working day is taken. So if a ticket is created at 15:31 on Monday and the Reaction Date is 2 days and on Wednesday working hours are 8:00-12:00 then this day will be skipped and the next working day where 15:31 will be in the Working hours' range will be taken.

It is required to use the time unit in hours for cases when exact working time is critical.