SLA/OLA setup

[Calvaresi E_]

Hi everyone,

in our instance we have 4 different SLA for each priority for different assignment groups that are working fine with retroactive start.

We need to set up OLA for each priority and assignment group, without using the retroactive start, because we need to calculate the working time of each incident without resetting it when the assignment group changes.

For example: group A work 8 hours on an incident and OLA starts, then the group B works on the incident for 2 hours and generates another OLA. In this case we do not want that group B inherits the 8 hours of group A. Still, group A's OLA, must not be reset but just stopped.

INC123 closed in 10 hours.

SLA 10 hours

OLA group A 8 hours

OLA group B 2 hours (NOT 8+2)

Any idea to solve this?

Thanks

[arielgritti]

Hello

Maybe this can help you

You can create an "OLA" with your conditions.

In my example I have a SLA to P1 incident for all my groups.

To achieve your goal I created a OLA to the "DBA" Group

When an incident P1 is created, the SLA is assigned.

IF the incident is assigned to the DBA Group, then the "OLA" is attached to the incident and both are working

In my example, the OLA definition is like this

When the incident is assigned to another group, the OLA end

And when the incident is resolved, the SLA finish

You must create as many OLA with conditions as groups you want.

You can assign many "SLA", "OLA", "UC" to a task

I hope my answer has been useful

Ariel

PS: Please mark my answer correct or helpful if I have helped you. Thanks

[Suj]

We are also in a middle of handling this type of situation. We consider two options:

1. Create incident tasks and configure OLAs to tasks

Or

2. Let the incident flows through groups and measure the timing using Incident_Metric

[Daniel Billing]

I would go Sujs suggestion and use incident metrics for this. my guess is that you don't want to drive escalations on your OLAs (only measure the time per team)