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Example 2: Creation Date Outside Working Times

Overview

This example considers working times and holidays. The creation date is outside the working times that were defined in the service time profile, therefore it cannot be used for calculating the reaction and solution points. Instead, the system searches for the next possible working day and uses it as a basis for calculation.

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

Monday, 4/13/2009

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

Monday, 4/13/2009, 12:00 AM

Creation Date

Monday, 4/13/2009, 12:00 AM

Priority

High

Priority

Medium

Reaction Point

Tuesday, 4/14/2009, 9:00 AM

Reaction Point

Tuesday, 4/14/2009, 9:00 AM

Solution Point

Wednesday, 4/15/2009, 08:00 AM

Solution Point

Friday, 4/17/2009, 08:00 AM

 

Ticket

Incident 3

Ticket

Incident 4

SLA

Incident SLA

SLA

Incident SLA

Creation Date

Monday, 4/13/2009, 12:00 AM

Creation Date

Monday, 4/13/2009, 12:00 AM

Priority

Low

Priority

None

Reaction Point

Tuesday, 4/14/2009, 9:00 AM

Reaction Point

Tuesday, 4/14/2009, 9:00 AM

Solution Point

Tuesday, 4/21/2009, 8:00 AM

Solution Point

Tuesday, 4/28/2009, 8:00 AM

Calculation of Reaction Points

Because the creation date is outside working times, it cannot be used for the calculation. The system therefore finds the next possible working day and uses it for the calculation.

Working times: Monday - Friday, 8:00 AM - 5:00 PM, holiday: Monday, 4/13/2009, Next possible working day = Tuesday, 4/14/2009

Formula: Next possible working day + SL Reaction Time = Reaction Point

  • Incidents 1-4: Tuesday, 4/14/.2009 8:00 AM + 1 hour = Tuesday, 4/14/2009 09:00 AM

Calculation of Solution Points

Because the creation date is outside working times, it cannot be used for the calculation. The system therefore finds the next possible working day and uses it for the calculation.

Working times: Monday - Friday, 8:00 AM - 5:00 PM, holiday: Monday, 4/13/2009, Next possible working day = Tuesday, 4/14/2009

Formula: Next possible working day + SL Solution Time = Solution Point

  • Incident 1: Tuesday, 4/14/2009 8:00 AM + 1 day = Wednesday, 4/15/2009, 8:00 AM
  • Incident 2: Tuesday, 4/14/2009 8:00 AM + 3 days = Friday, 4/17/2009, 8:00 AM
  • Incident 3: Tuesday, 4/14/2009 8:00 AM + 5 days + 2 days (1 weekend) = Tuesday, 4/21/2009, 8:00 AM
  • Incident 4: Tuesday, 4/14/2009 8:00 AM + 10 days + 4 days (2 weekends) = Tuesday, 4/28/2009, 8:00 AM
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