Posted: Tue Feb 19, 2013 12:39 am Post subject: Recalculating SLAs
Times below are for demo purposes!
I have an SLA for a Priority 2 thatís one hour. I have another SLA for a Priority 1 thatís 15 minutes.
A ticket is submitted at a level of Priority 2.
Open Time: 5:00pm
Due Date: 6:00pm
30 minutes goes by.
Someone decides, noÖthis really should have been a Priority 1, and changes the record.
The question is should the SLA for the Priority 1 (thatís 15 minutes) be calculated based on the true Open Time of the ticket (5:00PM) or at the time the priority is changed (6:30PM)?
Obviously if you recalculate based on the true Open time of the record (5:00PM) by the time you change the priority youíve busted your SLA; so Iím thinking it should be based on when the Priority was changed to a P1.
Joined: Sep 16, 2006 Posts: 3498 Location: London, UK
Posted: Tue Feb 19, 2013 12:55 am Post subject:
You should have a process/ policy in regards to the SLA for incident where the priority has changed - up or down
In addition, you should have definitions as to when to move or down and to accept the consequences of the change
Now.. having said that
Who made the change ?
Is it some one who has the authorization to ?
Was this documented in the incident as to why ?
Finally, as SLAs are calculated over time - monthly, the individual ones which go over the stated SLA for that classification will more than likely get absorbed _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Jan 29, 2014 Posts: 14 Location: Delhi, India
Posted: Fri Jan 31, 2014 1:36 pm Post subject:
It's always a tricky situation i face whenever a P2 moves to P1. So i had implemented a process as below in my organization.
- The original ticket with P2 will be remained as it is in the ticketing tool.
- Once incident manager (Person who is responsible to confirm on P1) approves to P1, create a new incident for P1 and send to larger audience.
- Because P1 incident will have to reach higher executives and with separate template.
Once the P1 incident is resolved, tag this number in P2 incident and close it.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum