Example 2: Creation date outside working times
Table of Contents
Overview
This example considers working times and holidays. The creation date is outside the working times that were defined in the service time profile, therefore it cannot be used for calculating the reaction and solution points. Instead, the system searches for the next possible working day and uses it as a basis for calculation.
| 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, 1/5/2009 |
| 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, 4/15/2009, 08:00 AM | Solution Point | Friday, 4/17/2009, 08:00 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 |
Calculation of Reaction Points
Because the creation date is outside working times, it cannot be used for the calculation. The system therefore finds the next possible working day and uses it for the calculation.
Working times: Monday - Friday, 8:00 AM - 5:00 PM, holiday: Monday, 4/13/2009, Next possible working day = Tuesday, 4/14/2009
Formula: Next possible working day + SL Reaction Time = Reaction Point
- Incidents 1-4: Tuesday, 4/14/.2009 8:00 AM + 1 hour = Tuesday, 4/14/2009 09:00 AM
Calculation of Solution Points
Because the creation date is outside working times, it cannot be used for the calculation. The system therefore finds the next possible working day and uses it for the calculation.
Working times: Monday - Friday, 8:00 AM - 5:00 PM, holiday: Monday, 4/13/2009, Next possible working day = Tuesday, 4/14/2009
Formula: Next possible working day + SL Solution Time = Solution Point
- Incident 1: Tuesday, 4/14/2009 8:00 AM + 1 day = Wednesday, 4/15/2009, 8:00 AM
- Incident 2: Tuesday, 4/14/2009 8:00 AM + 3 days = Friday, 4/17/2009, 8:00 AM
- Incident 3: Tuesday, 4/14/2009 8:00 AM + 5 days + 2 days (1 weekend) = Tuesday, 4/21/2009, 8:00 AM
- Incident 4: Tuesday, 4/14/2009 8:00 AM + 10 days + 4 days (2 weekends) = Tuesday, 4/28/2009, 8:00 AM