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Example 7: Creation Date Outside Working Times, Ticket Paused

Overview

This example considers working times and holidays. The creation date is outside working times as defined in the service time profile, so it cannot be used as a basis for calculation. Instead, the system has to calculate the next possible time within the working time to calculate the reaction and solution points. In the second scenario, the tickets are paused, the escalation process is suspended in this period, and the solution points are postponed by the system accordingly.

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, 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

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, 5/6/2009, 8:00 PM

Solution Point

Friday, 4/17/2009, 8:00 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

Tuesday, 14.04.2009, 10:00 - the tickets are paused for five hours.

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, 1:00 PM

Solution Point

Friday, 4/17/2009, 1:00 PM

 

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, 1:00 PM

Solution Point

Tuesday, 4/28/2009, 1:00 PM

Calculation of Solution Points

Formula: Creation Date + SL Solution Time + paused period = Solution Point

Because the creation date is outside working times, it cannot be used for the calculation. The system therefore calculates the next possible time within the working time.

  • Incident 1: Tuesday, 4/14/2009, 8:00 AM + 1 working day + 5 hours = Wednesday, 4/15/2009, 13:00
  • Incident 2: Tuesday, 4/14/2009, 8:00 AM + 3 working days + 5 hours = Friday, 4/17/2009, 1:00 PM
  • Incident 3: Tuesday, 4/14/2009, 8:00 AM + 5 days + 2 days (1 weekend) + 5 hours = Tuesday, 4/21/2009, 1:00 PM
  • Incident 4: Tuesday, 4/14/2009, 8:00 AM + 10 days + 4 days (2 weekends) + 5 hours = Tuesday, 4/28/2009, 1:00 PM
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