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Larry Hollingsw Outstanding Contributor.
Outstanding Contributor.
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Why doesn't "Alert Stage 1-3" stay on tickets.

We have IM Alerting set-up using the SLA module. When Incidents go into Alert Stage 1-3, the field: status is updated with the values: Alert Stage 1-3, but when the same ticket is updated, the value of the status field changes to updated. We have worked around this by setting-up a new field to store the alert value of the ticket so we can report on it and see it on record / QBE lists.  Similarily, this also occurs with CM Alerting.

Note: updates do not alter the status field when the ticket is in DEADLINE ALERT.

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Why doesn't "Alert Stage 1-3" stay on tickets.

The Category-based alerts for IM are relatively simple in scope and capability. The best way I can describe their objective is that they ensure that tickets don't get lost in the queue. (They do not have similar capabilities to Alerts for CM, RM, PM, or SLA related document engine alerts.) They work as follows:

For each category, you can define alert stages 1, 2, & 3, and deadline alert. 
--There is a defined interval between each alert stage--it can be the same for all tickets in the category, or you can use an expression to set it based on ticket characteristics (e.g. ticket priority)
--If a ticket is saved and is not updated by the interval defined for alert stage 1, the alert level of the ticket will change to "alert stage 1". You can invoke notifications, kick off actions from format control, reassign the ticket to an escalation group, etc, when the alert level is updated.
--After a ticket reaches alert stage 1, if it is not updated within the time interval specified for alert stage 2, the ticket alert level changes to "alert stage 2". You can kick off other actions at this alert stage and the alert stage 2 group in the assignment record can be notified or the ticket reassigned to that group.
--If no one updates the ticket, the interval passes for alert stage 3, the ticket status is changed to "alert stage 3". You can do the same stuff.
--IF AT ANY TIME A USER UPDATES THE TICKET, the alert stage 1, 2, & 3 timers are reset and are rescheduled based on the last updated time.  This cannot be altered to work differently or be based on a different field: it is hardcoded in RAD. 

Deadline alert is different. The deadline alert relfects the maximum time for which a ticket within that category should be open and always runs against open.time. Once a ticket exceeds its deadline alert, the alert level is changed to "DEADLINE ALERT". The only way to clear the status is to close the record.

For installations with assignment groups aligned with shift calendars, the intervals reflect actual working hours, and not necessarily 24 hour days. E.g. if an assignment group has an 8 hour, 5 day a week shift schedule, and the interval for alert stage 1 is "40 00:00:00", a ticket assigned to that group will not hit alert stage 1 until it is not updated for 7 days (or 40 working hours). 

 

Note: In Process Designer Help Desk category-based alerts are deprecated.

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Absent Member.. roberto_rb Absent Member..
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Hi,

 

I agree with John's above response and description of the alert functionality.

 

Just wanted to add that there is already an internal article with the same behavior you are describing, which you can see on this link: https://softwaresupport.hp.com/group/softwaresupport/search-result/-/facetsearch/document/KM542851

 

At the moment, this article is intended to be evaluated for a future patch/version (or could be denied).

 

Regards,

Roberto

Larry Hollingsw Outstanding Contributor.
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

John,

 

I am reporting our experience with SLAs and the inability to accurately view all tickets in Alert Stages with record lists.

 

Based on your post:

 

--IF AT ANY TIME A USER UPDATES THE TICKET, the alert stage 1, 2, & 3 timers are reset and are rescheduled based on the last updated time.  This cannot be altered to work differently or be based on a different field: it is hardcoded in RAD. 

 

Our SLA experience for SM 9.30 P3 is quite different and it corroborated by HP's documentation. It shows that alert times are not re-scheduled based on last updated time. Instead, they are based (hardcoded) on the open.time. Perhaps this is something new in a new release past SM 9.30 p3 or perhaps this is configurable (slamodulecontrol, something else...).

 

-Larry-

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Larry Hollingsw Outstanding Contributor.
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Roberto, thanks for the KM article. Hopefully HP will act on this.

 

-Larry-

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Absent Member.. John Stagaman Absent Member..
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Only the Deadline Alert is based on open.time. The Alert Stage 1, 2, and 3 timers are not.

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Larry Hollingsw Outstanding Contributor.
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Unfortunately, that is not our experience. We are using the SLM module with SLAs and SLOs based on priority for IMs and CMs. All Alert Stages seem to be based on Open.time.

 

What version of SM are you using?

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Why doesn't "Alert Stage 1-3" stay on tickets.

As a workaround, the alert.stage field is being populated by the SLA Alert calculations. You could add a new SLAStatus field and populate that field instead or in addition to the alert.stage field. That would allow the value to persist.

 

There is a conflict between the legacy category-based alert engine and the population of the same field by SLA alerts. 

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Larry Hollingsw Outstanding Contributor.
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Thanks John, we did something similar when we implemented SLM because of this issue. It interesting although that someone opened this issue with SM Version 7 in 2009 and nothing has been done on it...

 

I'm still intrigued although on our differences of Alert Stage Calculations.

What version of SM are you using?

 

-Larry-

 

 

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Absent Member.. John Stagaman Absent Member..
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

I've been working with it since 2.1 and am currently working on 9.40 builds. The base category alert functionality has not been changed to the best of my knowledge. 

--The alert atage 1, 3 and 3 values reset at update as the assumption is that when a user updates the record after alert stage 2, for example, they have addresed the alert. so the alert escalation resets. This is the behavior of the alerts when intervals are defined in the category record.

--Only the deadline alert duration was based on open.time. The Deadline Alert interval represents the maximum time a record in that category should be open and the alert stage should not reset once it is reached.

 

The problem is that someone decided to also use the alert stage field when Document Engine SLM Alerts were configured, and the base category alerts functionality causes the field to clear on update (unless the deadline alert has been reached). The two items are in conflict. 

 

They can't really "fix it" without breaking the legacy functionality in the Classic build(which is more broadly used than SLM). With Process Designer Help Desk, the category-based alerts are no longer supported, so it may no longer clear the field in that build. 

 

The Help Server (9.40 Classic Mode) explains the Incident alerts as follows:

 

 Alerts and escalation

Incident Management can escalate an Incident record automatically when no one updates the record within a specified time. An alert process triggers the escalation and sends a message that an Incident record is not resolved. Escalation is the process of advancing through the alert stages. HP Service Manager has the following alert stages:

  • Alert Stage 1
  • Alert Stage 2
  • Alert Stage 3
  • DEADLINE ALERT

Each category record specifies a time interval for each alert stage. An unresolved Incident record reaches the next alert stage if no one updates the record after the specified time. When someone updates an Incident record that is in Alert Stage 1, 2, or 3, the alert status resets and the next stage becomes Alert Stage 1. The DEADLINE ALERT stage is always scheduled for a fixed interval after the opening of the Incident record. When an Incident record reaches the DEADLINE ALERT stage, it remains at this stage and the update to the record cannot reset the alert stage until the Incident record is resolved.

 

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Larry Hollingsw Outstanding Contributor.
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

OK, now I understand. You were talking about Category alerting and I was talking about SLM alerting.

 

There are 2 methods to set-up Alerting.

  1. Set them up on the Alerts tab on the Category record using Intervals and Expressions. Alerting (except DEADLINE) is reset based on last update time.
  2. Set them up in SLM. Alerting is based on open.time.

 

We used method 1 in Service Center and prior.

We now use method 2.

 

Thanks for the Tip on PD mode in SM 9.40 where you say:

With Process Designer Help Desk, the category-based alerts are no longer supported...

Implementors need to know this and plan for it if they have category alerting and want to use PD mode in SM 9.40.

 

-Larry-

 

 

 

 

 

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Absent Member.. John Stagaman Absent Member..
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Re: Why doesn't "Alert Stage 1-3" stay on tickets.

Oh, with SLM Alerts, it's actually more complicated. (because it will never, ever be simple).

 

Alerts tied to Service Level Objective state progressions are tied to the time that the initial state of the slo was achieved (with adjustment for the associated duty calendar).

  • So if the SLO allows 4 hours to move from "Assigned" to "Resolved", that SLO start is based on the time that the "Assigned" state was reached. If the initial State is "Open" then the start time is the same as open.time.
  • The SLO is achieved when the target state--or a state which is listed after the target in the state progression--is achieved. (So the Resolved state will be considered achieved when the record is closed, even if the Resolved status was never selected, because Closed is after Resolved in the State progression list in the SLA Application Configuration record).

 

Alerts tied to Availability SLAs are calculated against the outage.start time, by default, which may differ from open.time.

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