SLA Progress bars

sip
Tera Contributor

‎12-11-2018 06:57 AM

Hello Folks ,

I have a requirement where in I need  SLA progress bar to be available on incidents and all incident management list views and is displayed as follows (including the % elapsed time on list views): Green 0-75% Amber 76-90% Red 91-100%.

Any feedbacks would be really appreciated .

Thanks in advance

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scott barnard1
Kilo Sage

‎12-11-2018 07:23 AM

The SLA percentage bar can be a bit of a false friend. I've come across a few customers wedded to the idea of managing their queues via SLA burn.

First it was originally developed when there was only the concept of one SLA per task. So no OLA or UPC and no other SLA's. So if you have multiple beware of what it's actually showing.

 

Then there is the SLA calculation on SN. The SLA's will periodically re-evaluate the closer they get to expiry. Starts off infrequent and gets progressively more frequent the closer to expiry.

However what it is not, is real time.

You look at any SLA calculated number on the system and unless you are looking at exactly the moment after it has been evaluated you are looking at old data.

On a big SLA this isn't noticed much. If you have very aggressive SLA's then they will re-evaluate fast as they are close to expiry but they get in a queue and will spit out when they are ready.

So if you have a large population of active tasks, all with SLA's on a busy system there will be lag in SLA evaluation.

If you are relying on, and contractually obliging a third party, on that data you are going to have issues as it will never be accurate real time.

At best they are an indicator, it would be great if SN overhauled this area as it could do with a bit of love.

Regards

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