Example 1: basic calculation
Overview
In this simple example, 24/7- Support is set in the service time profile. Neither working times and holidays nor time zones are considered. Therefore, the escalation points are calculated according to the formula: Creation Date + Reaction Time or Solution Time from the respective service level.
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 |
24/7 |
Holidays |
None |
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, 1/5/2009, 12:00 AM |
Creation Date |
Monday, 1/5/2009, 12:00 AM |
Priority |
High |
Priority |
Medium |
Reaction Point |
Monday, 1/5/2009, 1:00 AM |
Reaction Point |
Monday, 1/5/2009, 1:00 AM |
Solution Point |
Tuesday, 1/6/2009, 12:00 AM |
Solution Point |
Thursday, 1/8/2009, 12:00 AM |
Ticket |
Incident 3 |
Ticket |
Incident 4 |
---|---|---|---|
SLA |
Incident SLA |
SLA |
Incident SLA |
Creation Date |
Monday, 1/5/2009, 12:00 AM |
Creation Date |
Monday, 1/5/2009, 12:00 AM |
Priority |
Low |
Priority |
None |
Reaction Point |
Monday, 1/5/2009, 1:00 AM |
Reaction Point |
Monday, 1/5/2009, 1:00 AM |
Solution Point |
Saturday, 1/10/2009, 12:00 AM |
Solution Point |
Thursday, 1/15/2009, 12:00 AM |
Calculation of Reaction Points
Formula: Creation Date + SL Reaction Time = Reaction Point
- Incidents 1-4: Monday, 1/5/2009, 12:00 AM + 1 hour = Monday, 1/5/2009, 1:00 AM
Calculation of Solution Points
Formula: Creation Date + SL Solution Time = Solution Point
- Incident 1: Monday, 1/5/2009, 12:00 AM + 1 day = Tuesday, 1/6/2009, 12:00 AM
- Incident 2: Monday, 1/5/2009, 12:00 AM + 3 days = Thursday, 1/8/2009, 12:00 AM
- Incident 3: Monday, 1/5/2009, 12:00 AM + 5 days = Saturday, 1/10/2009, 12:00 AM
- Incident 4: Monday, 1/5/2009, 12:00 AM + 10 days = Thursday, 1/15/2009, 12:00 AM
This example assumes that the working times are set to 24/7 and no holidays are considered.