Posted: Tue Feb 19, 2013 12:39 am Post subject: Recalculating SLAs
Times below are for demo purposes!
I have an SLA for a Priority 2 thatís one hour. I have another SLA for a Priority 1 thatís 15 minutes.
A ticket is submitted at a level of Priority 2.
Open Time: 5:00pm
Due Date: 6:00pm
30 minutes goes by.
Someone decides, noÖthis really should have been a Priority 1, and changes the record.
The question is should the SLA for the Priority 1 (thatís 15 minutes) be calculated based on the true Open Time of the ticket (5:00PM) or at the time the priority is changed (6:30PM)?
Obviously if you recalculate based on the true Open time of the record (5:00PM) by the time you change the priority youíve busted your SLA; so Iím thinking it should be based on when the Priority was changed to a P1.
Joined: Sep 16, 2006 Posts: 3553 Location: London, UK
Posted: Tue Feb 19, 2013 12:55 am Post subject:
You should have a process/ policy in regards to the SLA for incident where the priority has changed - up or down
In addition, you should have definitions as to when to move or down and to accept the consequences of the change
Now.. having said that
Who made the change ?
Is it some one who has the authorization to ?
Was this documented in the incident as to why ?
Finally, as SLAs are calculated over time - monthly, the individual ones which go over the stated SLA for that classification will more than likely get absorbed _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Jan 29, 2014 Posts: 14 Location: Delhi, India
Posted: Fri Jan 31, 2014 1:36 pm Post subject:
It's always a tricky situation i face whenever a P2 moves to P1. So i had implemented a process as below in my organization.
- The original ticket with P2 will be remained as it is in the ticketing tool.
- Once incident manager (Person who is responsible to confirm on P1) approves to P1, create a new incident for P1 and send to larger audience.
- Because P1 incident will have to reach higher executives and with separate template.
Once the P1 incident is resolved, tag this number in P2 incident and close it.
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