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SLA Calculation is not Working RRS feed

  • Question

  • Dear All,

    I want to monitor my incident SLA 24x7 means whenever the incident is created the SLA calculation start counting.

    Below is my configuration in SCSM:

    In Calendar: I created new calendar and I mark all working day with 12:00 AM for starting time and 12:00 PM for end time

    In Metric: I created new metric and specify Start Date = Created Date and End Date = Resolve Date

    In SLO: I created Priority 1 rule with Target 20 minutes and Warning Threshold 5 minutes

    Setup an email notification that send email when Service Level Instance Time Information change to Warning

    In Incident Settings in Administrator I put priority 1 resolve date as 1 day (24 hours)

    I created an incident P1 at 3/13/2014 3:54 PM, in incident information created on information is correct (3/13/2014 3:54 PM) also resolve by (3/14/2014 3:54 PM). The problem occur in the Service Level tab, the Target End Date information is totally wrong since it shown 3/14/2014 12:20 AM.

    By Using above configuration I want the SLA calculation start at 3/13/2014 3:54 PM and Target End Date is shown as 3/13/2014 4:14 PM and Warning state is send by email at 3/13/2014 3:59 PM. CMIIW

    It seems the counting is start at 12:00 AM at 3/14/2014, how to set the SLA counting the same as created date?

    I'm suspecting the error is in the calendar setting but i also not sure. Kindly need help for this problem.

    Regards,

    Ivan


    • Edited by Ivan Telwe Thursday, March 13, 2014 9:50 AM
    Thursday, March 13, 2014 9:25 AM

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