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SLA Time Remaining Clock
#1
Hello all,
 
We are trying to figure out how to display a clock on the incident/service req. that informs the person who just pulled up the ticket how much time remains before the SLA is breached.  When an incident is initially opened, it's simple to calculate the date/time that the ticket will breach the SLA.  But during the life of the ticket, it is placed on hold for various authorized reasons, and in our environment, most SLA clocks do not run after normal business hours.  The problem is that on day two, a technician picks up the ticket and they see the original SLA breach time, as the application doesn't recalculate so that hold time and after-hours time is removed from the overall clock.  Anyone know of a way to do this?  Will Oxygen provide a solution?
 
Thanks,
Scott
netopsguy, proud to be a member of EV CONNECT FORUM since Aug 2016.

#2
(06-11-2019, 03:43 PM)netopsguy Wrote: Hello all,
 
We are trying to figure out how to display a clock on the incident/service req. that informs the person who just pulled up the ticket how much time remains before the SLA is breached.  When an incident is initially opened, it's simple to calculate the date/time that the ticket will breach the SLA.  But during the life of the ticket, it is placed on hold for various authorized reasons, and in our environment, most SLA clocks do not run after normal business hours.  The problem is that on day two, a technician picks up the ticket and they see the original SLA breach time, as the application doesn't recalculate so that hold time and after-hours time is removed from the overall clock.  Anyone know of a way to do this?  Will Oxygen provide a solution?
 
Thanks,
Scott

If you are using the "Place on Hold / Continue" wizard (System Name: Suspend/Continue Incident), Service Manager should automatically be recalculating the SLA Target (SD_REQUEST.MAX_RESOLUTION_DATE_UT) to account for the assigned Service Hours and On Hold time.

That being said, we did have an issue at one point where our SLA Target was not being recalculated after being taken off hold and it ended up being due to our Workflow (SD_CATALOG.WORKFLOW_ID) and FCR Workflow (SD_CATALOG.IMMEDIATE_WORKFLOW_ID) being the same.
Sarah Schumacher
Service Desk Tool Administrator






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