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ChM SLAs for one phase and multi-phase tickets.

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In SM 9.30, we have SLAs for Changes. We've had an SLA with SLOs (by priority) for one phase Changes and the module control record tracks these changes by our status field. This has worked fine for quite some time.

 

We've just introduced another SLA for Changes with multiple phases and are tracking by the same status field.

Unfortunately, the new SLA doesn't stop running when the multi-phase Change closes.

I see that the slaactive record for it doesn't have a End Time and I see States of: open, close & open.

 

It seems that multi-phase Changes require that the "use.phases" checkbox be checked, but when I do that the Response State Progressions disappear and I fear that it would negatively affect the one phase SLA.

 

Does anyone see a way out of this dilemma?

 

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Re: ChM SLAs for one phase and multi-phase tickets.

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You can do both status and phase driven SLTs by using a concatenated field for your state progression.

  • Create a field called cmPhaseStatus (or similar).
  • At every record save, calculate the value as cmPhaseStatus in $file=current.phase in $file+"-"+status in $file
  • Map our the phase status progression that you need to enter in the state progression field
      • Logging-initial
      • Logging-closed
      • Validation-initial
      • Validation-istatus for first in phase target 
      • Validation-status for second phase target 
      • Build and Test-initial
      • Build and Test-in progress
      • Approval-initial
      • Implementation-initial
      • PIR-initial
      • PIR-Closure
  • Note if you have a Logging-initial to Logging-Closure objective, if they move the change to Validation-Initial because of the phase progression it will be achieved. You don't need to the user to explicitly change the Logging phase status to Closed.
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Re: ChM SLAs for one phase and multi-phase tickets.

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You can do both status and phase driven SLTs by using a concatenated field for your state progression.

  • Create a field called cmPhaseStatus (or similar).
  • At every record save, calculate the value as cmPhaseStatus in $file=current.phase in $file+"-"+status in $file
  • Map our the phase status progression that you need to enter in the state progression field
      • Logging-initial
      • Logging-closed
      • Validation-initial
      • Validation-istatus for first in phase target 
      • Validation-status for second phase target 
      • Build and Test-initial
      • Build and Test-in progress
      • Approval-initial
      • Implementation-initial
      • PIR-initial
      • PIR-Closure
  • Note if you have a Logging-initial to Logging-Closure objective, if they move the change to Validation-Initial because of the phase progression it will be achieved. You don't need to the user to explicitly change the Logging phase status to Closed.
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Re: ChM SLAs for one phase and multi-phase tickets.

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John,

 

Great solution!

This would work in our environment, but unfortunately we have this situation.

 

Category                                Phase(s)

-----------                              --------------------------------------------------------

Express                                  production

Standard                               analysis, development, test, production, wrap-up

 

As you can see, production is the last phase in an Express change, but not the last phase in a Standard change.

 

Perhaps I can work around this, but in the meantime - Thanks for the great tip!

 

-Larry-

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Re: ChM SLAs for one phase and multi-phase tickets.

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Actually, this approach can solve the issue for a single phase change. The progression would be:

 

production-initial

production-closed

 

Just set the status on open and at closure. All of the examples above assume that the status is set to initial at the start of each phase (which at one time one default behavior, but I don't know it that's still true).

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