Example 4: Escalation Points Outside Working Times
Overview
This example considers working times and holidays. The creation date is within working times and therefore it can be used as a basis for calculation. Although the calculated reaction and solution points fall on a working day, they are outside working times, so they are postponed by the system.
|
SLA |
Incident SLA |
|
|---|---|---|
|
Service Levels |
Reaction Time |
Solution Time |
|
Priority: High |
1 hour |
8 hours |
|
Priority: Medium |
1 hour |
12 hours |
|
Priority: Low |
1 hour |
24 hours |
|
Priority: None |
1 hour |
48 hours |
|
Service Time Profile |
|
|---|---|
|
Working Times |
Monday - Friday, 08:00 - 17:00 |
|
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, 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, 11:00 AM |
Solution Point |
Monday, 5/4/2009, 3:00 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, 12:00 PM |
Reaction Point |
Thursday, 4/30/2009, 1:00 PM |
|
Solution Point |
Wednesday, 5/6/2009, 9:00 AM |
Solution Point |
Friday, 5/8/2009, 3:00 P |
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 (Friday, Saturday and Sunday are not working days. Only hours on working days are used for the calculation).
- Incident 1: Thursday, 4/30/2009 12:00 PM + 8 hours = Monday, 5/4/2009, 11:00 AM
- Incident 2: Thursday, 4/30/2009 12:00 AM + 12 hours = Monday, 5/4/2009, 3:00 PM
- Incident 3: Thursday, 4/30/2009 12:00 PM + 24 hours = Wednesday, 5/6/2009, 09:00 AM
- Incident 4: Thursday, 4/30/2009 12:00 PM + 48 hours = Friday, 5/8/2009, 3:00 PM
If the unit for the reaction and solution time is specified in hours or minutes, only the hours on working days are considered for the calculation of the solution points.