Example 6: Moving escalation points
Table of Contents
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.