question SLA Schedules and elapsed time in ITSM forum

SLA Schedules and elapsed time

ryan_percival — Mon, 27 Apr 2015 20:46:10 GMT

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

Re: SLA Schedules and elapsed time

andrewdunn — Mon, 27 Apr 2015 23:18:54 GMT

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

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 00:05:45 GMT

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

Re: SLA Schedules and elapsed time

andrewdunn — Tue, 28 Apr 2015 00:23:15 GMT

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

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 00:40:16 GMT

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

Re: SLA Schedules and elapsed time

Michael Fry1 — Tue, 28 Apr 2015 02:22:08 GMT

In your SLA properties, what is 'Use the following time zone for SLA:' set too? Default I believe is Caller's time zone. Are they different?

Re: SLA Schedules and elapsed time

andrewdunn — Tue, 28 Apr 2015 02:26:25 GMT

Hi Ryan - I would suggest looking into that action by the system as it appears to have changed the values back to the change that you initiated two lines earlier (when you first created the ticket).

I haven't seen this issue before but it seems to indicate a business rule or system update triggered at that time.

Drilling on what that trigger was may assist

Hope this helps

cheers

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 02:31:43 GMT

Hi Andrew,

I don't suppose you would have a pointer on how to find that out do you? i would have no idea where to start with that if i'm honest.

Thanks

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 02:32:47 GMT

HI Michael,

I have checked all the timezone as i stated earlier, they all use the same timezone even the system timezone is the same which is what users default to when created.

Thanks

Re: SLA Schedules and elapsed time

andrewdunn — Tue, 28 Apr 2015 02:45:51 GMT

Hi Ryan - I notice that the label "Active SLA" is a hyperlink so maybe see what drilling down there will do.

Unfortunately this has also taken me out of my depth from a trouble shooting perspective

Apologies

cheers

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 02:51:01 GMT

Hi Andrew,

I thought along the same line as you there with the drilling down but i got to the below screen by clicking the active SLA link which has stumped me, i think i'll have to get the consultants involved.

Thanks

Re: SLA Schedules and elapsed time

andrewdunn — Tue, 28 Apr 2015 03:01:04 GMT

Hi Ryan - I would look at logging a HI ticket with servicenow as they have a greater breadth of investigative tools. Also, as it is in the Dev environment they should be able to quickly investigate and if not I have always had success with them pointing me in the right direction.

If you do go down this path I believe it would be beneficial to post the results back to the forum.

Cheers

Re: SLA Schedules and elapsed time

ryan_percival — Tue, 28 Apr 2015 03:12:22 GMT

Hi Andrew,

I think I agree with that to be honest, i'll open up a HI Ticket to find this out and then i'll let you know what they say.

Thanks for the help.