SLA Schedules and elapsed time

[ryan_percival]

Hi All,

I was wondering if someone could help me out with with SLA's and the Schedules, so what i've done so far is setup some test SLAs in our DEV environment which have a 5 min duration I've assigned a schedule of mon-fri 9-5 to these and then setup a test incident on Sunday to test it the SLA didn't start until monday morning at 9AM but only ran for 4hours instead of 8 hours as i thought it should, the status is still the same and hasn't changed, could anyone shine a light on where i could of went wrong?

Thanks

Ryan

[andrewdunn]

Hi Ryan,

When working with schedules the first things I check are timezones that are being used - eg:

• start with the timezone that your instance uses
• Compare that to the timezone you as a user are in
• Under Service Level Management >> Administration >> SLA Properties - check the time zone used for SLA

Can you provide a screen shot of the SLA Definition please

cheers

[ryan_percival]

HI Andrew,

I checked the time zones and they are all set as being "Europe/London"

Here is the schedule:

Here is the SLA Definition:

Lastly here is the incident with the SLA on it:

Thanks in advance for your help

[andrewdunn]

Hi Ryan - The rule seems to be working as designed - here is what I see:

• Started at 20:21 (8:21 PM)
• Has run for 16 hours : 38 Minutes (makes the time 12:59 PM)
• Your SLA is set for 9-5 so the elapsed Business time of 4 hours appears correct (started at 9 AM)

Am I misinterpreting something?

Cheers

[ryan_percival]

Hi Andrew,

Should the elapsed business time not be 8 hours? as it should of run between 9am and 5pm?

The incident has never left the start condition of the SLA and is still in Awaiting Third Party so the SLA time should still go up, as you said it seems that the SLA must of stopped running at midday.

I have just checked the history of the incident and at 1pm the system changed the SLA should this have happened?

Thanks