Using an Incident Rule to set SLA's - Page 2

jdoyle · 10-08-2007, 05:12 AM

Quote:

Originally Posted by karanmalhotra

Hi Guys, I am new to Helpdesk Solution...
could some tell me if it's possible to define different Working hours for different Categories... any clue on how we can achive this.... as one of our caetgory is taken care by the vendor who work in different hours than we do.

Thanks & Regards,
Karan

Karan,

Incident rules are applied when an incident meets the criteria defined in the rule. You can set up as many of these rules as you like. In your case you can set up a separate rule for the category handled by your vendor and define the hours that they work to in that rule as shown in the rules above.

minikesa · 12-28-2007, 06:01 PM

Great job!

I wanted to add weighting to due date based on priority. Assuming priority lookup ids are in order (ASAP=100, High=200, etc.) I can modify:

set @sla = 12*60

to:

set @sla = (WORKITEM(workitem_priority_lookup_id) / 100) * 12 * 60

I also adjusted incident rule to fire not only on new incident, but when priority value changes.

Will this work under all circumstances?

jdoyle · 01-01-2008, 10:51 AM

Yes, I think it should always work.

Setting the rule to fire only when the incident is new, will not adjust the due date if the incident priority is re-evaluated and would need to be calculated by the worker and the due date changed manually. If this works for you, then I see no problem.

karanmalhotra · 01-10-2008, 10:01 AM

Hi everyone!

this is good idea to set the workitem_due_on value as per the defined SLA.

A generic question to all is that if due to some reason i require to shcedule an Incident, then does that become out of SLA?

I guess not. So another though is that how can i keep track of minutes i actually spent while working on it?

Thanks!!

wattwurm017 · 07-17-2008, 10:41 AM

Great job so long, but I have another problem:

We use the "resolved" status to set the incident in a status some kind of Pre-closed. The user has the option to answer in 48 hours, if the problem is solved or not.

How can I make to stop the "due" planning, when the staus is set to "resolved" in the same way as when I set it to closed?

Thanks in advance...

dbush · 11-13-2008, 04:55 AM

Hey John, all,

I appreciate your initial posts and have torn these apart many times to do a lot of different things. One of the recent requests I had was similar to what Stefano and even Karan were asking above about "suspending" the SLA if the incident was put into some sort of a Hold status (i.e. Hold, Planned, Resolved, etc.)

There are a few ways to do this, but what I decided to do was the following: essentially, if a ticket has an SLA of 2 business days but it is put into hold for 1 day, then the time to complete (Due) becomes 3 days out from the creation. The amount of time the ticket is in Hold is added to the Due date.

One caveat is when a ticket is actually put into a Hold status, the Due date is not changed. So, any Notification Policies that are checking against the Due field need to also account only for incidents that are not in a Hold status. However, when it comes out of Hold and goes to another status (i.e. Resolved to Closed), then the Due date is adjusted accordingly.

What I did is added the following code to immediately after the "END OF USER-DEFINED SECTION". The only thing that needs to be modified is the part for your Hold Status IDs.

Code:

-----------------------------------------------------
-- Added to account for time in Hold Status
DECLARE @number int
DECLARE @version int
DECLARE @time int
DECLARE @totalhold int
DECLARE @totaldays int
DECLARE @totalmins int
SET @number = WORKITEM(workitem_number)
SET @version = (select workitem_version from workitem_current_view where workitem_number = @number)
SET @totalhold = 0
WHILE @version > 0
 BEGIN
  SET @version = @version - 1
  SET @time = (SELECT DATEDIFF(mi,wid.workitem_modified_on,wip.workitem_modified_on) 
      FROM workitem_detail_view wid 
      JOIN
       (SELECT workitem_number, workitem_version, workitem_modified_on 
        FROM workitem_detail_view 
        WHERE workitem_number = @number AND workitem_version = @version+1) wip ON wip.workitem_number=wid.workitem_number
      WHERE wid.workitem_number = @number AND wid.workitem_version=@version
          -- SET HOLD STATUS IDs
      AND workitem_status_lookup_id IN (200,500))
  SET @time = CASE 
   WHEN @time IS NULL THEN 0
   ELSE @time
   END
  SET @totalhold = @totalhold + @time
END
set @sla = @sla + @totalhold
-----------------------------------------------------

This code will go backwards through all the items in the workitem_detail_view, sum the time that the incident was in hold and add it to the SLA.

Let me know how it works....

David