Example 4: Escalation points outside working times
Table of Contents
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.
If the reaction and solution time unit is specified in Days, then Solution or Reaction Time is calculated as "Created Date + Time Unit Days". If the Calculated Date is not in the Working Hours of the new Date then the next working day is taken. So if a ticket is created at 15:31 on Monday and the Reaction Date is 2 days and on Wednesday working hours are 8:00-12:00 then this day will be skipped and the next working day where 15:31 will be in the Working hours' range will be taken.
It is required to use the time unit in hours for cases when exact working time is critical.