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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.