SLA/OLA breach alert based on work notes?

[rizwanabro]

Hi,

I am working to implement an SLA/OLA breach condition based on if the work notes are updated or not.   Any help would be appreciated.

Thanks

[Aditya Mallik]

Rizwan, can you please elaborate your requirement. Do you want to define a SLA Definition that looks at work notes in the conditions?

Which release are you in?

[rizwanabro]

Hi Aditya,

Our requirement is that when an incident is assigned to someone in the resolver group, an SLA breach alert should be sent if the work notes are not updated in an acceptable time frame, (i.e for high priority tickets, 1 hour and for low priority tickets 24 hours).   We are on Helsinki patch 6.

[Aditya Mallik]

Rizwan,

There is no direct way to understand if work notes have been updated or not. So you cannot build a SLA Definition based on the condition if Work notes are updated or not.

You can use couple of approaches here:

1. When incident is assigned to someone initially, the State would be New.

2. When the assignee stars working on it they can move the State to In Progress, or when they make the first update they should move the State to In Progress.

3. If this is followed diligently you can use the State field in the SLA Stop Condition.

Alternatively,

1. Create a custom field "sys_mod_count_when_assigned".

2. Create a BR to copy over the value of sys_mod_count field into the new sys_mod_count_when_assigned, when assigned to is populated for the first time.

3. Create a SLA Definition that checks for the sys_mod_count > sys_mod_count_when_assigned to detect the success case.

4. The caveat is that any change to any field will make the sys_mod_count tick up. So again, so real easy way to determine if the work notes were updated or not.

Best would be to have state that gets set by the assignee to indicate their response to the incident.

Thanks.

[rizwanabro]

Aditya,

Thanks, I will look at the solutions you provided.

Rizwan