SLA dates appear incorrect

[Adrian Simpkins]

Hi All

I am looking at our SLA's and the associated Respond by / Resolve by dates and it appears incorrect. As an example we have  5 levels of SLA levels from 1 to 5 - level 4 is set to 5 days Respond and 10 days Resolve - however, when requests are being raised with the Priority set to 4 the Respond by and Resolve by Dates appear incorrect. For example we have had a request raised this morning under priority 4, but it is showing the Respond by date as the 17th December, and the Resolve by date as the 8th January ! Of course these are way beyond 5 days and 10 days as set in the SLA config. Anyone have any ideas why this is occurring please? or anyone had similar issues?

[Martyn Houghton]

@Adrian Simpkins

I suspect it is your Working Time Calendar causing the longer period.

The duration specified  in the Service Level (SL) target is elapsed time when the Working Time Calendar (WTC) is in operation. Therefore on a WTC that operates 08:00-18:00 (10 hours per day), you would need to enter the SL target of "5 days" as the equivalent of 50 hours (5 x10) therefore 2 days - 2 hours.

Cheers

Martyn

 

[Adrian Simpkins]

Ah thanks Martyn that makes sense - I know we set the timer within a suspend node in this manner - I think when it was setup originally the team working on the config did not probably realise this and set the time to be 5 working days !

Many thanks

[Martyn Houghton]

@Adrian Simpkins

Just be aware when using the WTC option on the hold nodes, it uses the default WTC in the application settings, not the WTC assigned to Service Level Agreement (SLA). This is fine if you only have one WTC, but when you are providing support across a number of time-zones, service levels with different working day duration's it causes issues.

Cheers

Martyn

 

[Adrian Simpkins]

Thanks Martyn, will take this into consideration before making any changes to the incorrect settings

Many thanks !