Example 3: Moving escalation points to a working day
Table of Contents
Overview
This example considers working times and holidays. The creation date is a working day and therefore it can be used as a basis for calculation. However, the calculated reaction and solution points fall on a holiday or a weekend, so they are postponed by the system.
| SLA | Incident SLA | |
|---|---|---|
| Service Levels | Reaction Time | Solution Time |
| Priority: High | 1 hour | 1 day |
| Priority: Medium | 1 hour | 3 days |
| Priority: Low | 1 hour | 5 days |
| Priority: None | 1 hour | 10 days |
| Service Time Profile | |
|---|---|
| Working Times | Monday - Friday, 08:00 - 17:00 |
| Holidays | Friday, 1/5/2009 |
| Time zone of the system | Karlsruhe (GMT+1) |
| Time zone of the ticket creator | Karlsruhe (GMT+1) |
| Ticket | Incident 1 | Ticket | Incident 2 |
|---|---|---|---|
| SLA | Incident SLA | SLA | Incident SLA |
| Creation Date | Thursday, 4/30/2009, 12:00 PM | Creation Date | Thursday, 4/30/2009, 12:00 PM |
| Priority | High | Priority | Medium |
| Reaction Point | Thursday, 4/30/2009, 1:00 PM | Reaction Point | Thursday, 4/30/2009, 1:00 PM |
| Solution Point | Monday, 5/4/2009, 12:00 PM | Solution Point | Wednesday, 5/6/2009, 12:00 PM |
| Ticket | Incident 3 | Ticket | Incident 4 |
|---|---|---|---|
| SLA | Incident SLA | SLA | Incident SLA |
| Creation Date | Thursday, 4/30/2009, 12:00 PM | Creation Date | Thursday, 4/30/2009, 12:00 PM |
| Priority | Low | Priority | None |
| Reaction Point | Thursday, 4/30/2009, 1:00 PM | Reaction Point | Thursday, 4/30/2009, 1:00 PM |
| Solution Point | Friday, 5/8/2009, 12:00 PM | Solution Point | Friday, 5/15/2009, 12:00 PM |
Calculation of Reaction Points
Formula: Creation Date + SL Reaction Time = Reaction Point
- Incidents 1-4: Thursday, 4/30/2009 12:00 PM + 1 hour = Thursday, 4/30/2009 1:00 PM
Calculation of Solution Points
Formula: Creation Date + SL Solution Time = Solution Point
- Incident 1: Thursday, 4/30/2009 12:00 PM + 1 working day = Friday, 5/1/2009, 12:00 PM
5/1/2009 is a holiday. As only working days are used for the calculation, the next working day is Monday.
Formula: Solution Point + 3 working days (holiday + 1 weekend) = Monday, 5/4/2009, 12:00
- Incident 2: Thursday, 4/30/2009 12:00 PM + 3 working days = Sunday, 5/3/2009, 12:00 PM
Friday, Saturday and Sunday are not working days. They are ignored for the calculation, so the third working day is Tuesday, 5/6/2009.
Formula: Solution Point + 3 working days (holiday + 1 weekend) = Wednesday, 5/6/2009, 12:00 PM
- Incident 3: Thursday, 4/30/2009 12:00 PM + 5 working days = Tuesday, 5/5/2009, 12:00 PM
Friday, Saturday and Sunday are not working days. They are ignored for the calculation, so the fifth working day is Friday, 5/8/2009.
Formula: Solution Point + 5 working days (holiday + 1 weekend) = Friday, 5/8/2009, 12:00 PM
- Incident 4: Thursday, 4/30/2009 12:00 PM + 10 working days = Sunday, 5/10/2009, 12:00 PM
Formula: Solution Point + 10 working days + 5 working days (holiday + 2 weekends) = Friday, 5/15/2009, 12:00 PM
If the unit for the reaction and solution time is specified in days, the solution points are postponed by the system in full days only.