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Super Contributor.. Super Contributor..
Super Contributor..
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Issue with SLA

Hi Experts,

We are using response SLA (3 Hours) for SD module only configuration attached. Issue

we are facing after creating any SD we have to closed it or escalate to IM within 3 business hours. We have few SD SLA showing breached despite SD open on 09:09:10 AM and its escalated to IM on 09:10:20 AM. (within 01:10 Seconds)

Please help me to resolve the issue.

Regards,
Mukesh
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Absent Member.. Absent Member..
Absent Member..

Can you share a screenshot of what SLA shows(attached to SD) when you create an SD ticket?
If the SLA is set to 3hrs(Consider the Schedule also) there is no way it breaches before time.

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Super Contributor.. Super Contributor..
Super Contributor..

Hi Sanzz,

Screen shot attached of error for your refrances.

Regards,
Mukesh
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Absent Member.. Absent Member..
Absent Member..

Hi Mukesh, 

Does this happen for all SLO under SD module?
Have you checked the settings in "slamodulecontrol" form for this module? under SLM->SLA Administration -> Configure Application

Regards
PB

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Knowledge Partner
Knowledge Partner

Hello,

- Do you have more than one timezone?

- Do you have more than one timezone?

Send the print of sloresponse and slaactive.

 

Regards,
Breno Abreu

If you feel this was helpful please click the KUDOS! thumb below!
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Absent Member.
Absent Member.

The condition you have written is on "Open" to "Close" but you are saying if it closed or escalated. So, for tickets which are getting closed the breached/achived will come correct. But for ticket which are escalated, obviously the condition is not met yet and hence it will breach always.

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Absent Member.. Absent Member..
Absent Member..

You can measure the the SLO for time to escalated and--if the record is closed without being escalated--have that  be achieved at closure. Essentially, you'd be tracking when the Service Desk reviewed/processed the interaction.

In the SLA configuration record for the incidents table, there is a table which shows the state progression used for service level objectives (process targets in 9.41). Note that the critical word is "progression". If you open at the first listed state, then update the record to the close state, all intermediate states are automatically considered achieved.

For example, if the state progression is:

Open  >  Open-Idle  >  Open-Linked  >  Open-Callback  >  Closed

If your SLO beginning and ending states are Open to Open-Linked, they will evaluate this way:

  • If a ticket is opened in the background and enters Open-Idle status, the clock will be running. 
  • If the user escalates the interaction, the status will be updated to Open-Linked, meeting the end-state of the SLO.
  • If the user closes the interaction without escalation, the status is updated to Closed. At this point, because "Closed" is after "Open-Linked" in the state progression, any SLOs dependent on the Open-Linked state will also be completed. 
----------------------------------------------------
Kudos - what, where, how, and why
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Super Contributor.. Super Contributor..
Super Contributor..

Hi Breno Abreu,

We are using IST time zone only.

 As you asked attaching slaactive screen shot along with linked IM open time screen shot .

 I found there are something wrong bcz after SD escalated to IM . SD status changed to Open-Linked but few second later it’s again changed SD status to Open-idle due to this SLA breached.

 For your references attached screen shot.

Regards,
Mukesh
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Super Contributor.. Super Contributor..
Super Contributor..

Hi,

 I am still facing the same issue since long.

 Observed that SD status getting changed auto like Open Idle  > Open-Linked > Open-Idle  auto. despite no any changes made by any operator & Also i have observed in scheduler record we have more than 48000 record persist with "Application failed due to error -check msglog for possible messages" with linker scheduler class.

Please refer above post screen shot.

Regards,
Mukesh
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