# Example 6: Moving escalation points

## Overview

This example shows how the system moves solution points if they are outside working days or times.

 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 - Thursday, 08:00 - 17:00 Friday, 08:00 - 14:00 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 3:00 PM Creation Date Thursday, 4/30/2009 3:00 PM Priority High Priority Medium Reaction Point Thursday, 4/30/2009 4:00 PM Reaction Point Thursday, 4/30/2009 4:00 PM Solution Point Monday, 5/4/2009, 3:00 PM Solution Point Wednesday, 5/6/2009, 3:00 PM

 Ticket Incident 3 Ticket Incident 4 SLA Incident SLA SLA Incident SLA Creation Date Thursday, 4/30/2009 3:00 PM Creation Date Thursday, 4/30/2009 3:00 PM Priority Low Priority None Reaction Point Thursday, 4/30/2009 4:00 PM Reaction Point Thursday, 4/30/2009 4:00 PM Solution Point Friday, 5/8/2009, 2:00 PM Solution Point Friday, 5/15/2009, 2:00 PM

## Calculation of Reaction Points

Formula: Creation Date + SL Reaction Time = Reaction Point

• Incidents 1-4: Thursday, 4/30/2009, 3:00 PM + 1 hour = Thursday, /30/2009, 4:00 PM

## Calculation of Solution Points

Formula: Creation Date + SL Solution Time = Solution Point

• Incident 1: Thursday, /30/2009, 3:00 PM + 1 working day = Monday, 5/4/2009, 3:00 PM
Friday, 5/1, Saturday and Sunday are not working days. Because only working days can be considered for the calculation, the next working day is a Monday.
• Incident 2: Thursday, 4/30/2009, 3 PM + 3 working days = Wednesday, 5/6/2009, 3 PM
Friday, 5/1, Saturday and Sunday are not working days. Because only working days can be considered for the calculation, the next working day is a Monday.
• Incident 3: Thursday, 4/30/2009, 3:00 PM + 5 days = Friday, 5/8/2009, 3:00 PM
Friday at 3:00 PM is outside working time. The system calculates the last possible time before the calculated solution point: Friday, 5/8/2009, 2:00 PM
Friday, 5/1, Saturday and Sunday are not working days. Because only working days can be considered for the calculation, the next working day is Monday.
• Incident 4: Thursday, 4/30/2009, 3:00 PM + 10 days = Friday, 5/15/2009, 3:00 PM
Friday at 3:00 is outside working time. The system calculates the last possible time before the calculated solution point: Friday, 5/15/2009, 2:00 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. If the solution point is outside working time, the system uses the last possible time before the calculated solution point.