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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.