SLA Start, Stop and Pause Conditions

[kellitriad]

Hello all,

I am wondering if some folks here have discovered that there is much more to creating SLA/OLA/UC's effectively. How have you configured the start, stop, and pause conditions so that things run correctly? For instance I have had SLA's that fire when they should not because I only had the conditions that I wanted to start the SLA. Meaning, I didn't include as start conditions all the things that "should not" be true.

For instance, I have an SLA for either Tier 1 or Tier 2 groups for RESPONSE TIMES. Meaning the groups have so much time to get the incident assigned to a person or group and the status to go into work in progress.

So in my example here are some simple start conditions:

active is true
and priority is high


Stop conditions would be

assignment group is NOT empty
or assigned to is not empty
and status is work in progress
or status is resolved
or status is closed



However, I didn't include all of my "pending" type status as negative conditions, so therefore, I would have an incident that would get created and it would sit in a "new" status. So the response time SLA would fire and the clock would be running. As soon as the assigned to field or the assignment group field and status field were updated (i.e. the ticket gets assigned to a group or person AND the status would change to work in progress) the SLA would be achieved (if it was within it's defined time frame). However, as soon as someone would put that ticket into a "pending" status, the Response time SLA would fire again.

Has anyone done any wiki articles or documents identifying some good practices when configuring SLA/OLA/UC's that could point out some of the issues to consider when configuring SLA's? Things like I would have to ensure that the start condition on the above example also included the following conditions:

Start condition additions:
or Status is NOT pending change
or Status is NOT pending problem
etc.

Are there any guidelines that anyone has seen on some good things to think about with SLA's and their start, stop, and pause conditions?

Thanks

[younes_sebti]

I think it would be more correct to have your pause condition as followed

Incident State is one of Active, Awaiting Problem, Awaiting User Info, Awaiting Evient
or status is one of pending change , pending problem

Your start condition should remain
active is true
and priority is high

Because your SLA should be in a pending state when a problem or a change is raised

What do you think?