Change to SLA response and resolution targets

[Estie]

Hi we currently have a Service Request SLA which has no response or resolution target.  We were recently advised by support to change this and I am about to add a response and resolution target to the SLA in the Service Portfolio.  

Before doing this I would like to check what if any effect changing the existing SLA response/resolution times (in Service Portfolio) might have on existing requests with that SLA?

Or will new response and resolution times just be applied to requests raised after changing this SLA?

Thanks

Edited January 10 by Estie

[David Hall]

Hi @Estie

Altering the configuration of the SLA won't apply any immediate changes to the existing requests... requests raised after the configuration change will pick up the new targets.

Kind regards,

Dave.

[Estie]

Hello @David Hall

Thank you for the above response.

A further related question - I am trying to add a 6 month resolution target time to the SLA in the Service Portfolio.

I have calculated that I need to add 480 business days and 7 hrs to the target.  However the options are restricted to 121 days.

Is this possible?

Thanks

[Estie]

Hi @David Hall is there an update on this please?

[Martyn Houghton]

@Estie

The duration is based on the working time calendar, but even if your working time calendar is 24/7 you would need 183 days for 6 months, so not sure how you got to 480 days.

Perhaps if you can list your working calendar and your calculations we can advise further.

Cheers

Martyn

[Estie]

Hi @Martyn Houghton

Thanks these are my calculations based on my understanding of the below post on the difference between calendar days and business days: 
Resolution - 6 months = 182.5 calendar days rather than business days/hours
182.5 days converted into business days/hours:
Convert into hours (calendar hours) - 182.5 x 24hrs = 4,380 hrs
Divide calendar hours into business days - 4,380/9 business hours/day = 486.67 business days
24x20 =480
486.67-480 = 6.67 =
480 days and 7 hours

Not sure if this applies to the Service Portfolio or not?
Also the max I can choose is still only 121 days.
It is confusing!

Based on the following:

Extract from the post:

[Martyn Houghton]

@Estie

Your calculation is based on 9 business hours a day, so I am presuming your Working Time Calendar is 08:00 to 17:00hrs (aka 9 hours).

If you are working 5 days a week, then 6 months/182.5 days elapsed would be 130.35 working days (5/7ths), or if 7 days a week it would be the former 182.5 working days.

As this is the SLA timer only counts when the Working Time Calendar is active, so 9  working hours times the number of working days 130.35 or 182.5 gives you 1,173.15 or 1,642.5 working hours.

Now we can take the working hours and convert this into the units you need to enter into the SLA target.

1,173.15 working hours equals 48 days, 21 hours, 10 mins.

1,642.5 working hours equals 68 days, 10 hours, 30 mins.

Cheers

Martyn

 

 

 

 

[Victor]

@Estie @Martyn Houghton we have an FAQ where we detail how timers need to be configured in Service Manager. This applies to SLA response/resolve targets. The FAQ includes an XLS file that automatically converts your desired target (in calendar days) to the value that needs to be set in Hornbill.

 

 

[Estie]

@Martyn Houghton and @Victor Thank you both for your calculations.  I am still very confused.

In the SLA settings in the service portfolio I have set the maximum number of days that is available i.e 121 days.

How do I know what time period this is in months?

Is there any way that the calculations can be done in the UI rather than us having to calculate this first? 

Many thanks

 

 

 

[Martyn Houghton]

@Estie

It is not possible to express/enter them as months. You need to calculate the duration in days, hours and minutes based on the working time calendar.

Are you going to the Hornbill User Group (HUG) session in London next month? If so happy to have a conversation at the event about it in more detail.

Cheers

Martyn

[Victor]

@Estie as mentioned in the FAQ, when setting up a target you need to consider working time and not calendar time. So for the SLA timers a day means the number of working hours which, in general, is 8 hours. So one day, for the SLA, is 8 hours and not 24 hours (which is what the calendar day has). With this in mind if we say that an SLA has a target of 4 days, when transformed into hours, this means the target will be 3 * 4 = 12. So the 4 day target, means 12 hours. So this number, 12 hours, is what you would configure on the SLA. If we take another example, let's say the SLA has a target of 2 weeks. We then transform this into days, working days that is, which in general would be 5 days/week * 2 = 10 days. We then transform the 10 days into hours so if the working day has 8 hours, the number of hours is 10 * 8 = 80 hours. This would be the number we would need to set on the SLA. However, you will notice that on the SLA, you cannot select more than 24 hours in the hours field, therefore we need to transform the 80 hours back into days. So, for the purpose of setting the numbers on the SLA, we take the 80 hours, divide them by 24 and that results in 3 days (72 hours) and 8 hours. And this is what you would set on the target on the SLA.

Now, with your 6 months target in mind, we can say this number of months equates to 183 days (31 + 30 + 31 + 30 + 31 + 30), that is calendar days. This being the number of calendar days, we now work out the number of working days so first, we exclude weekends for this total, that means, out of 183 calendar days, the number of working days is 183 - 26 = 157 days, that is working days. Now we transform this in hours and, same as above, we consider the working day to be 8 hours. So the number of working hours is 157 * 8 = 1256 hours. To set this on the SLA we then transform this back into days (this time is calendar days) so we get  1256/24= 52 days and 8 hours and this is what would configured on the timer for the 6 months (calendar time) target. Please note the above calculations assume the working time is 8 hours/day, excluding weekends and does not account for public holidays.

If you are to set 121 days on the timer, we then reverse the calculation as follows: 121 days * 24 hours = 2,904 hours which we then convert to working days: 2,904/8 hours = 363 working days, which we then covert to working weeks: 363/5 days =  72 weeks and 3 days (which is roughly 1 year, 4 months and 2 weeks). You can also try and convert to months here but since the number of days in a month varies, is not a straightforward calculation.

If you don't want to go through the logic presented above, my advice is to use the spreadsheet provided in the FAQ, it automatically calculates the numbers you need to set in Hornbill based on the numbers you input. Alternatively, you can ask a product specialist to assist you with this configuration by raising an Expert Services request with Customer Success.

Note: the above calculations assume a working week to have 5 working days and a working day to have 8 hours. If your working time is different then you will use different values for working day and working hours in the above calculations.

 

[Estie]

Thank you @Victor your explanation does make more sense to me.

Thank you @Steve Giller for the earlier call to discuss this and clarify the timings, much appreciated.

@Martyn Houghton thank you I am hoping to go to the HUG in London.  Look forward to meeting you and discussing lots of Hornbill topics.