Recovery time objective calculation

[tresener]

Hello,

I have a question regarding the calculation of the RTO. On my instance im currently having the problem, that is seems that the calculation is not always triggered. I have four impact categories with each four categories within. Two of those have Intolerable impact. If i do the first BIA everything works as expected. Once i change some val ues the RTO is not being adjusted.

Example

Ratings	Category 1	Category 2	Category 3	Category 4
Rating 1	8 Hours	8 Hours	8 Hours	8 Hours
Rating 2	8 Hours	8 Hours	8 Hours	8 Hours
Rating 3 (Intolerable)	24 Hours	24 Hours	24 Hours	24 Hours
Rating 4 (Intolerable)	24 Hours	24 Hours	24 Hours	24 Hours

RTO 24 Hours (this is expected)

Ratings	Category 1	Category 2	Category 3	Category 4
Rating 1	8 Hours	8 Hours	8 Hours	8 Hours
Rating 2	8 Hours	8 Hours	8 Hours	8 Hours
Rating 3 (Intolerable)	48 Hours	48 Hours	48 Hours	48 Hours
Rating 4 (Intolerable)	48 Hours	48 Hours	48 Hours	48 Hours

RTO stays at 24 Hours

Does anyone have an idea why this is happening?

[Connor Levien]

@tresener are you able to share some screenshots of the configuration and the questionnaire? 

I think one of the OOTB business rules may be causing this. OOTB the recalculation rules run when the category changes to complete. You may need to build a new business rule or a flow to set the impact category result to its in pending state and then completed to retrigger the calculation as it may not ever enter the pending state when the RTO has already been completed

[tresener]

Hey @Connor Levien,

what confuses me is that the calculation sometimes works. If i have a 24 Hour RTO and change some values to 8 Hours it sometimes calculates it. When i do it the other way around so, same as in the example written above (from 24 hours to 48 hours) it is not calculated. 

I can do screenshots but it will just show the same values. And i will also check the business rule you mentioned. Maybe it's because the state will stay on complete once you change a value and so the calculation is not triggered as you mentioned.

I will try it out and will post my results, since its OOTB and the behaviour seems not very intuitive is there any solution planned in the future to make it more user friendly?

[Connor Levien]

@tresener based on what you are saying that sounds like it is the state isn't changing when the score is changing. The impact assessment is getting more enhancements in the future and I have flagged this with the product team team. 

In the mean time you can create a business rule or a flow to trigger the recalculation each time the assessment occurs. The business rule I posted the screenshot in before can be used as the base for this.

I would also raise a support case to flag this as well as it can be useful to get updates from the product team. 

[tresener · Accepted solution]

So the mistake was found, it was in the configuration. I created a case at servicenow directly and they found that "the issue appears to be that you don't have a full mapping on the Recovery Tiers. Each Recovery time objective should be part of a Recovery Tier in order for the value to be set." 

After setting all my recovery time frames inside one recovery tier the calculation worked as expected!