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Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi All,

We are using SM 9.2 on Windows 2008 R2 machine.

We have observed Resolution SLA  flag for Interaction where SLA has been breached showing as false.

Please help us to resolve this problem as SLA are not getting correctly calculated.

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Knowledge Partner
Knowledge Partner

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi VrushaliB,

Is it happening to all interactions?

Was it working before? If yes, when it started and what changed?

Any information in the sla agent log? 

 

Regards,
Breno Abreu

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Respected Contributor.. Respected Contributor..
Respected Contributor..

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi,

No changes has been done in syatem for sla.
But its observed that even if the resolution sla has been breached the flag still false.
Attaching the snap from fc of incidents .

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Knowledge Partner
Knowledge Partner

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi, 

It's not clear for me why you shared the master probsumary FC. 

The SLA breach flag is set by RAD whenever the slo/slt is breched.

What I suggest to you is first: review your tickets trying to identify if it ever worked, when it stopped to work and what happened on the day/moment before...  you may realize that it never worked as you want 🙂

Later:

1: review your SLA Configuration application for incidents and yours slo/slt

2: get some ticket example and investigate the sla control tables: slaactive and sloresponse.

Share the prints and we help you to evaluate this situation.

If all looks correct, the next step is generate a trace. Sometimes is the best/only way to figure out why something is not working. It might be due some wrong validation/calculation/js on FC, error on trigger or things alike that are now allowing the system to set this flag to true.

 

Regards,
Breno Abreu

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Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi ,

I  have checked  as per suggestion  , our observation resulted to that the Resolution SLA status reflects as breached successfully in SD call but in SLA report the resolution breach field reflects as False.

Attached some snaps of Observation done.

Also request to share How to generate a trace.

Thanks.

 

 

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Knowledge Partner
Knowledge Partner

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi,
There is no need to generate a trace, all data seems right. It seems your report is not right.
What report are you talking about?

Regards,
Breno Abreu

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Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi,
Sorry its not the report it is when we search sd details .
Even if the Resolution/ Response SLA has been breach the flag still shows false.
Therefore we are not being able to track correct status .
Please find attachment to get more clarification for mentioned problem.

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Knowledge Partner
Knowledge Partner

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

I have the impression that these two fields you are complaining about are not Default. What version are you using?

What I see from the RAW data is that your system is working perfectly. This distinction between Response and Resolution is specific to your environment and there is some Tailoring to fill this two fields at sd records.

You need to investigate it checking triggers, FC, schedules, etc....

I'd insist on my first questions:

1 - Did it ever worked? Are you sure?

2 - When it stopped?

3 - What happened on the day it stopped.

Regards,
Breno Abreu

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Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Hi,

What version are you using ? - SM 9.2

Those fields were working before but when did it start reflecting such a way is not yet clear.

As per investigation no changes has been done in system since last year.

 

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Knowledge Partner
Knowledge Partner

Re: Resolution flags not reflecting correctly for Interaction SLA in HP SM

Quite strange. So check on your datadict the field name of the fields on error.

Then using fs utility, try to find where is the logic (check format control, triggers, script library, etc) and try to figure out what is wrong.

Wish you luck!

Regards,
Breno Abreu

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