SLA Definition Type for Incident Response

[Dennis25]

Hi,

I am hoping to get confirmation that Incident Response in SLA Definition[actual table name is contract_sla] should have Type [contract_sla.Type] = OLA?

I am in Quebec, and see that OOTB, all the Incident Response SLA Definition Type [contract_sla.Type] is SLA (instead of OLA).

 

Reason for asking this is that my understanding of some PA Indicators are using this [contract_sla.Type] =OLA to determine the Response SLA.

So, if OOTB they are all [contract_sla.Type] =SLA, then the Indicators would be wrong?

Examples of PA Indicator Sources impacted would be  "Incidents.OLA.Resolved" and "Incidents.SLA.Resolved".

Thanks in advance!

Dennis Lee

[Dennis25]

Hi Christian and Allen,

Thanks for clarifying that ootb is merely a suggestion.

This sorts of explains the trouble I have with the values returned by this particular Indicator "Total resolved Incident SLA tasks".

This indicator is returning twice the volume expected because for each Incident, it is counting both Response and Resolution Task SLAs. Due to the fact that both has Type = SLA.

[Allen Andreas · Accepted solution]

Hello,

The pre-built indicators are also....merely a suggestion.

You can tighten them up and filter for definition is response, for example.

The indicator itself says it's: Total resolved incident SLA tasks, so it's correct in what it's looking at. It's just that you don't want that.

The main point here is that the system comes out of box with a basic setup and then you can tweak that to your organizations needs. If you are the appropriate person for that discussion. A process manager and/or ITIL manager would be involved in these discussions and if you're a BI individual, than it may not be your call.

When you said: "Reason for asking this is that my understanding of some PA Indicators are using this [contract_sla.Type] =OLA to determine the Response SLA."

That's not true. If the indicator is using type OLA, then the indicator (as per your own screenshot) was for the OLA indicator, not SLA.

So everything was already separated between OLA and SLA.

Anyways, I just wanted to make sure that first we establish that:

1. This is not a "system bug"
2. The SLA is for customer commitments and commonly used for response and resolution
3. OLAs are for internal IT commitments (or some do OLAs for all other departments except IT) and can also be used for response and resolution
4. Then there's UC's which is for vendor/3rd party
5. The indicators you mentioned are separated and one is for OLAs and one is for SLAs
6. If either indicator is grabbing too much data (i.e., both response and resolution definitions for either OLAs or SLAs) you can tweak that

Hopefully this helps clear things up a bit.

Please mark reply as Helpful/Correct, if applicable. Thanks!