07-29-2013 03:56 AM
When an incident ticket is entered, a process is set in motion to send a deadline alert if the ticket is still open after some amount of time.
How is that time calculated - is it a simple open time plus N minutes/hours/days whatever, or does it skip weekends?
Where is this calcuation done?
We had a case this weekend where a deadline alert went off over the weekend and a manager asked how the deadline is calculated.
07-29-2013 04:45 AM
The deadline alert is calculated by the expression : $L.alert.time=$L.slo.expiration
where $L.slo.expiration time is defined in a SLO which triggers the alert, if the status of the ticket is not changed within the defined time.
For example, lets say that in the SLO it is defined that the, ticket with initial status as 'open' has to be changed to 'resolved' with in the time 'interval' say '10:00:00' hrs. If the status of the ticket is not changed to resolved within the said time the SLo will fire the alert. This is how the deadline is calculated.
The dead line alert is defined in the OTB SLA Breach alert.
Go to Service Level Management>Supporting Data>Alert Definitions>search SLa Breach>check Update Info tab>Statement contains the deadline alert condition.
07-29-2013 05:50 AM
Thanks - I did find the SLA Breach record.
with regardings to the question of whether or not the alerts accounted for weekends, I noted in the help doc the statement, in relationship to the idea that a scheduled notification or alert normally occurs regardless of the work schedule:
"Using a custom calendar, however, the same 6-hour delay occurs only during the defined work schedule."
I looked in the SLA Breach record and found that in the work schedule tab for incidents, our record says that $L.calendar would contain a specific work schedule. However, when I take a look with rad at $L.calendar for a currently open record, $L.calendar is NULL.
I am trying now to understand the docs regarding creating custom calendars, work schedules, etc. to figure all of that out.
Does anyone know of a white paper or tutorial on this subject?
Thank you so much for your response!
07-29-2013 05:56 AM - edited 07-29-2013 05:57 AM
what you need to achive.
If you are willing to create a sla with particular calendar then just create sm will take care of it.
However there is rte call "calendar.calc.interval.fc" which calculate exactly working hours.
07-29-2013 09:47 AM
I don't understand exactly what was being said. I have never created an sla - is that required to create a calendar/work schedule?