How to subtract time duration in Waiting on Customer from overall SLA duration for parallel SLA measure.

[philhubbard]

OK here goes..

I have been given a task to calculate a parallel SLA measure that will take into account the duration a ticket stays in "Waiting for Customer". without making any major changes to the system.  Trying to simulate stopping the clock when in Waiting on Customer.

I have found the Metric [metric_instance] table records the State in the Value field and time duration in the Duration field.  The ticket Reference number is Prefixed with Incident: INCXXXXXXX in the ID field.

What would be the best technique use this duration? 

The duration need to be subtracted from the tickets SLA duration and then a SLA definition applied to gain the measure.

I have the SLA attainment scripted report to carry out the calculation.

Can anyone assist on how the incident ticket and the duration calculated ready for a SLA definition in a scripted report.

Is my only option to Excel spreadsheet the calculation?

Any direction would be appreciated.

[Josh Cooper · Accepted solution]

I haven't worked just a GREAT deal with SLAs, but I *BELIEVE* this is how it works.

1. Using Basic SLA functionality

If you go into the Service Level Agreements area and find the SLA that you're interested in, then you can add the "Waiting for Customer" state to the Pause condition.  Then your regular SLA timers will exclude that time.  You can report against it on the appropriate tables, like incident_sla which lets you see the incident ticket along with the measurements from the SLA table tracked against those incidents.

2.  Basic SLA functionality 2.

If you DON'T want to impact the original SLA timing, but just a hypothetical "What-If", then find that original SLA and you can change the name, insert and stay and modify the NEW one to put the "Awaiting Customer" state on the Pause conditions list.  The only negative impact I see of doing this is that the incident 'breached' field will show true if any SLA breaches, I believe, however, because of the Pause condition, this should theoretically never breach before the original one does.

3.  Advanced Performance Analytics

There should be some basic Performance Analytics indicators that are configured to watch for SLA times on the incident_sla table - if the first two solutions won't work for you, then you could make a copy (insert and stay) on an indicator that counts time on the incident_sla table, use one of the out of the box age scripts and subtract the duration of the Awaiting customer state from the metric_instance table for that incident.  It's pretty advanced PA scripting, but it's definitely doable.

[philhubbard]

Thanks Josh for clearly listing my options here.  It was the Advance PA scripting I thought was going to be my only option but I'll check the SLA What-if scenario.

Thanks again