SLA for change requests

[prajaktanaik]

Hi All,

I have a requirement where i need to track down if change requests are deployed within the planned start and planned end time. Can we create an SLA which starts from the Planned start date/time and should end on Planned end date/time. In this case how can I calculate the duration of the SLA as we need to specify a duration. Also, the planned start and planned end date tend to change.

[mrswann]

I find the challenge of moving the dates a bigger issue around Change Management as a discipline.

The approval of an RFC is as per the submitted RFC. If the RFC changes, you could argue it should be resubmitted. Otherwise the plan changes, it is now a different RFC.

If you are completing within the planned dates - great, but if you are able to change your planned dates - then you will always be able to complete within the planned dates!! Just change the plan

--

With that in mind, you could define the "reset start to" against the planned start perhaps...

Are you actually trying to SLA these, or could you consider Metrics? this may mean you can also measure how often the date fields are changing..

[Inactive_Us1474]

Hi,

One way is to use the Actual start and end dates in your change request form. This deals with when you are deploying the change.

Thanks

Akhil

Hit Like/Helpful/Correct, if applicable.

[arnabwa]

Hi Prajakta,

This is very much achievable. Select the SLA tab from the related list of change table to start with. Define the schedule according to client requirements. Then you can start defining SLAs in the SLA definitions application. Define it according to the conditions that will trigger an SLA. Also define Stop condition and Pause condition acc to requirements. After this process, the SLA will be triggered in the Change requests which meet the start condition and you can see the details like Duration, Actual start date, Actual end date etc. in the SLA related list tab.

Please let us know further queries if any.

Thank you,

Arnab

[prajaktanaik]

Hi Arnab,

But what should I specify in the duration field as there is no such duration mentioned. We have to start the SLA on planned start date and end on the planned end date.