how-to Link multiple SLAs to one service

[chriscorcoran]

Hi

I have a service that is linked to two SLA's because one SLA follows a working day calendar so an 8 hour day for P3  priority calls and the second SLA follows a 24/7 calendar for P1 and P2 issues. When I now log calls for the service on a P3 is doesn't choose the right SLA. I have two questions, can you link a service to two SLA's? and why would it not follow the P3 SLA when selected?

 

Thanks

Chris

[Victor]

10 minutes ago, chriscorcoran said:

I have two questions, can you link a service to two SLA's?

Yes

10 minutes ago, chriscorcoran said:

why would it not follow the P3 SLA when selected?

Most likely the SLA rules (not SL rules = Service Level rules) are not configured as such...

https://wiki.hornbill.com/index.php/Service_Level_Agreements - Manage Rules

[Martyn Houghton]

@chriscorcoran

We have the same situation, so we have two rules on the 'Service' SLA rules as Victor mentions.

In our case the Priority 1 is the SLA with the 24/7 working time calendar and the one beneath it is the SLA with the normal working hours.

In the Priority 1 Rule we have a condition based on the organisation and priority selected, to select the 24/7 SLA.

The second rule selects the normal working hours SLA.

Once the "Service" SLA rules have selected the correct Service Level Agreement, then the rules within the latter are then evaluated to select the appropriate Service Level.

Hope that helps.

Cheers

Martyn

Mart

[chriscorcoran]

thanks @Martyn Houghton @Victor do you also need rules on the SLA?

[Victor]

@chriscorcoran yes, you do... is how the system knows which of the multiple SLAs to be used on a request...

In your scenario, the SLA rule should be: one rule if a P1 or P2 to use the 24/7 SLA and a second rule if not P1 or P2 to use the other SLA ... in addition to these you also have SL rules which dictate what Service Level (within a certain SLA) is associated with a request ... so you have two layers of rules if you use multiple SLAs...

[Martyn Houghton]

@chriscorcoran

If there is only one "Service Level" within the "SLA" then no. If you have more then one "Service Level" then you do need rules for the system to determine which one to select.

So in our example as the "SLA" for 24/7 operation only has one "Service Level" in it we do not have a rule under the "SLA".

However our normal one which has multiple "Service Levels" running against the working time calendar we have to have rules so it get allocated to the correct one.

Cheers

Martyn

[chriscorcoran]

@Victor @Martyn Houghton Totally confused at the min. Would it be possible to have a look through my MOIRA2 service to see where I have gone wrong? This change today has messed up all my SLA's adding a second calendar basically, now nothing follows the rules. 

[chriscorcoran]

@Victor @Martyn Houghton I think I have found where I have gone wrong. I think I had set rull if condition was All of these conditions must match I have now changed to Any.

[chriscorcoran]

@victor

@Martyn Houghton All sorted thanks. It was the All or Any options I had in the manage rules for the SLA under the service.

 

[Martyn Houghton]

@chriscorcoran

Glad you got to the bottom of it.

Cheers

Martyn