Example 7: Creation date outside working times, ticket paused
Table of Contents
Overview
This example considers working times and holidays. The creation date is outside working times as defined in the service time profile, so it cannot be used as a basis for calculation. Instead, the system has to calculate the next possible time within the working time to calculate the reaction and solution points. In the second scenario, the tickets are paused, the escalation process is suspended in this period, and the solution points are postponed by the system accordingly.
| 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, 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 | 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, 5/6/2009, 8:00 PM | Solution Point | Friday, 4/17/2009, 8:00 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 |
Tuesday, 14.04.2009, 10:00 - the tickets are paused for five hours.
| 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, 1:00 PM | Solution Point | Friday, 4/17/2009, 1:00 PM |
| 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, 1:00 PM | Solution Point | Tuesday, 4/28/2009, 1:00 PM |
Calculation of Solution Points
Formula: Creation Date + SL Solution Time + paused period = Solution Point
Because the creation date is outside working times, it cannot be used for the calculation. The system therefore calculates the next possible time within the working time.
- Incident 1: Tuesday, 4/14/2009, 8:00 AM + 1 working day + 5 hours = Wednesday, 4/15/2009, 13:00
- Incident 2: Tuesday, 4/14/2009, 8:00 AM + 3 working days + 5 hours = Friday, 4/17/2009, 1:00 PM
- Incident 3: Tuesday, 4/14/2009, 8:00 AM + 5 days + 2 days (1 weekend) + 5 hours = Tuesday, 4/21/2009, 1:00 PM
- Incident 4: Tuesday, 4/14/2009, 8:00 AM + 10 days + 4 days (2 weekends) + 5 hours = Tuesday, 4/28/2009, 1:00 PM