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Service Level Target sometimes not working RRS feed

  • Question

  • I'm looking for a solution for the following situation: 

    Under Incident Management we see a list of incidents. One of the columns is Service Level Target. 
    Sometimes the Service Level Target is not filled when an incident is created. 
    After reading another post, we checked the service 'Microsoft Monitoring Agent', which has the status 'Started'.  After we restart this service, the Service Level Target is added correctly again for new incidents which we create.  But then, we still miss the Service Level Target for incidents we created just beofre this service was restarted.

    1) What steps need to be taken to make sure that the process which takes care of adding the Service Level Target does not fail? 

    2) How can we add the Service Level Target to incidents where the Service Level Target is missing? 

    Or, if it's not possible to tackle this problem fully, would it be best to schedule a restart of the service Microsoft Monitoring Agent? 

    Please advise, as we depend on a good working on the Service Level Target. 

    Looking forward to your responses, 

    Thanks in advance!

    Emile 

    Monday, August 31, 2015 7:54 AM

All replies

  • Hey Emile1973,

    I would suggest flushing the Health Service State. Do this via the following (I would suggest out of hours, as you will lose SCSM Console access)

    1.       Stop System Center Management service
    2.       Rename C:\Program Files\Microsoft System Center 2012\Service Manager\Health Service State folder to “Health Service State folder_Old” (If you installed in another location it could be there instead of C)
    3.        Start System Center Management service

    After you flush the health service cache, make sure you see event 1201 and 1210 in the Operations Manager event log that the new configuration is downloaded and applied.

    Let me know how you go.

    Thanks,

    Shayne.

    Monday, August 31, 2015 9:17 AM
  • Hey Shayne, 

    Is your answer regarding my first or second question? (see below) 

    1) What steps need to be taken to make sure that the process which takes care of adding the Service Level Target does not fail? 

    2) How can we add the Service Level Target to incidents where the Service Level Target is missing?

    Thanks for your help in advance, 

    Emile

    Tuesday, September 1, 2015 11:26 AM
  • Hey Emile, 

    Apologies for the delay. The SLA's are added by workflow, which will not process if you have Health Service State problems, flushing the cache should resolve this problem.

    It will process new and old Incident SLA's, there is no way to 'ensure' they always run, only keep an eye on them and ensure your SCSM deployment has adequate resourcing. I would check with the Microsoft minimum recommendations and add a few GB RAM to your SQL server just in case.

    Cheers,

    Shayne.

    Sunday, September 20, 2015 10:45 PM