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06-11-2020 04:08 PM
I need to setup OLA's using SLA's.
The SLA for P2 Resolution is 4 hours.
The OLA "transfer from one group to another" Resolution time is 2 hours between any group.
Example:
1. Ticket opened by Service Desk. They transfer to Operations.
2. Operations now has a 2 hour OLA to fix issue. This would be our OLA. If missed management is emailed.
Whats best practice to setup this SLA to monitor group to group transfers with a 2 hour resolution SLA?
Thanks for your help!
Solved! Go to Solution.
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06-11-2020 04:15 PM
In my past projects, we used to have multiple SLA.
One overall ticket resolution SLA, which in your case is 4 hours.
And a response SLA for ServiceNow, for ex 30 mins for a P2.
Once the ticket is assigned to a group, the Group SLA would start, which in you case is OLA.
We have two vendors. So if ticket is assigned to Vendor1, no matter which group it is, the SLA for the vendor is 2 hours.
Similarly, if ticket assigned to Vendor2, the SLA for the vendor is 2 hours.
I would suggest, keeping one SLA for all groups except ServiceDesk. Because if the ticket keeps switching between groups, the resolution time will keep increasing by 2 hours on every switch.
Please mark this response as correct or helpful if it assisted you with your question.
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06-11-2020 04:15 PM
In my past projects, we used to have multiple SLA.
One overall ticket resolution SLA, which in your case is 4 hours.
And a response SLA for ServiceNow, for ex 30 mins for a P2.
Once the ticket is assigned to a group, the Group SLA would start, which in you case is OLA.
We have two vendors. So if ticket is assigned to Vendor1, no matter which group it is, the SLA for the vendor is 2 hours.
Similarly, if ticket assigned to Vendor2, the SLA for the vendor is 2 hours.
I would suggest, keeping one SLA for all groups except ServiceDesk. Because if the ticket keeps switching between groups, the resolution time will keep increasing by 2 hours on every switch.
Please mark this response as correct or helpful if it assisted you with your question.
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06-11-2020 04:20 PM
Thank you that makes sense!
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06-11-2020 04:23 PM
Hi, I would configure a standard 4 hour resolution SLA
and a 2 hour OLA that is triggered when assignment group changes and your start conditions are met (state is one of XX etc),
Reset condition - assignment group changes
stop condition, state is resolved.
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07-15-2020 05:58 AM
I have an additional complication to this case. So you have 2 assignment groups that have the same OLA i.e. Resolution time 2 hours for each assignment group.
The first assignment group works 24x7, the second group works 8x5.
Lets say the incident occurs at 14:00 CET on Sunday and it is a 4 hour Resolution SLA.
The first 24x7 Assignment group receives it and works on it for 1h 30m thenat 15:30 CET assigns it to the 8x5 assignment group.
The SLA will correctly breach at 18:00 CET on Sunday but the OLA for the 8x5 group will not breach until 10:00 CET on Monday.
So how do I accurately measure the OLA for the Assignment group working 8x5? I don't see any way of linking commitments or schedules to assignment groups.
