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SLA Configuration - Response -

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Dears,

I`m facing an issue with the response SLA configuration , currently I configured response SLA from the open till assignment time and another SLA from open till resolution. The issue is that whenever the response SLA is breached , the whole incident is marked as breached so it gives wrong data since the resolution SAL might still be achieved.

My question is that how can we mark the incident as breached for response and achieved for resolution.

Best Regards,

Haytham

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Re: SLA Configuration - Response -

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Maybe you can tailoring this in this way:

SM will call sla relative code in the trigger of the object.  and update the sla.breach in the sla relative rad code.

So you can write a javascript  and called in trigger.  In this script you can update the sla.breach based on your business logic.

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Re: SLA Configuration - Response -

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Hi HaythamFekry

We have only one field in dbdict in ticket so we can't mark both.

For example: sla.breach in probsummary table, there is only one field and if you want to store multiple state of SLA in ticket, it need tailoring.

Thanks 

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Re: SLA Configuration - Response -

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Thanks.

Any tips on how the tailoring can be done ?

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Re: SLA Configuration - Response -

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Hi HaythamFekry

We need to add more fields in dbdict to identify each SLAs.

We need to update these fields in db triggers of sloresponse table and update the status for these fields in ticket records when sloresponse update. it is not simple tailoring.

Thanks

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Re: SLA Configuration - Response -

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Actually, the ticket flag will identify if any of the related SLTs/SLAs were breached. To report on the status of each individual SLT/SLA, the reports should be run against the SLO Results table. 

More here: http://community.hpe.com/t5/Service-Manager-Support-Customer/Response-SLA-and-Resolution-SLA-How-to-view/m-p/6802824/highlight/true#M6143

 

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Re: SLA Configuration - Response -

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Maybe you can tailoring this in this way:

SM will call sla relative code in the trigger of the object.  and update the sla.breach in the sla relative rad code.

So you can write a javascript  and called in trigger.  In this script you can update the sla.breach based on your business logic.

View solution in original post

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