Latest posts for the topic "Service Breach Report Calculation"

Service Breach Report Calculation

WeZ — GMT

Hi All,

please can you help me determine why my standard Service Breach Report is reporting breaches which i do not consider a breach.

Attached is some information on the request:
SR History
SR Details
SR Due Period
Service Request Timers

From my opinion, the Service Request was closed within the 4 hour Due time and as such should not report as a breach on the report.

This SR is one of many i am querieng so i think it's a setting or something i've missed??

Your Help is appreciated.

Kind Regards,
Wesley.

Service Breach Report Calculation

Haim — GMT

Hello WeZ.
Welcome to the SysAid community.

Service breaches reports are not based on the due date, but on timers you can configure in SysAid (at preferences > helpdesk settings > timers)

When you have timers set up to reflect your SLA requirements, you can run the service breaches report and then you can see which requests did not make the SLA terms.

best regards.
Haim

Re:Service Breach Report Calculation

WeZ — GMT

Hi Haim,

Thanks for the reply, but i am still confused.

in any SLA it will say e.g.
critical requests to be repaired in x hours
urgent requests to be repaired in y hours
high requests to be repaired in z hours

To me this means that if a critical request was not answered in x hours, then there is a breach.

so to cater for this, your system allows you to define different due dates per urgency level which is correct.

you work out your "time to repair" timer as the time when the status <> new and status <> closed. Timers just allow you to calculate the amount of time a request spends in certain statuses to make up the timer value. the timer is calculating the time correctly.

where do you define that a service request has breached a certain timer when it has gone over the times specified in helpdesk settings?

or am i confusing you too now?

Kind Regards,
Wesley.

Re:Service Breach Report Calculation

Joseph Zargari — GMT

Hey Wez,

As Haim mentioned earlier, the service breaches report doesn't take the due date into consideration. I do agree that a new report should be added to tell you how many requests exceeded their due dates and we will process that as a feature request.

For now, you could create a number of reports:
Service breaches for critical requests - threshold should be x hours and the filter expression should be setup to only count the critical requests only.
Service breaches for urgent requests - threshold should be y hours and the filter expression should be setup to only count the urgent requests only.
Service breaches for high requests - threshold should be z hours and the filter expression should be setup to only count the high requests only.

You can save these reports into the My Reports section (only applies if you are a Manager in SysAid) to prevent from creating these reports everytime.

Enjoy!

Re:Service Breach Report Calculation

WeZ — GMT

Hi Joseph,

considering I have different status timeframes based on category and subcategory, i would have to create hundreds of reports and this is not practical.

is there any way to align these to escalations? escalations work just fine and i would like to align a breach with an event when a request is escalated only?

Kind Regards,
Wesley.

Re:Service Breach Report Calculation

Joseph Zargari — GMT

Wez,

I'm not sure how escalation fits in. As I understand, you have due dates setup on service requests by the urgency/priority. Is that correct?
If so, then you only need to set as many reports as you have urgencies.

Re:Service Breach Report Calculation

WeZ — GMT

Hi Joseph,

you will be able to see from the attached spreadsheet that i have over 90 due times set up and as such you can understand that creating 90 reports is not the way to go.

to me a "breach" is when the due date/time has elapsed (and the request is still open) regardless of what the category/subcategory/urgency is - and i feel that the "service Breach" report which requests a number of hour value, should be refering to the number of hours after the due time.

everybodys assistance in this matter is appreciated.

Cheers
WeZ

Re:Service Breach Report Calculation

Joseph Zargari — GMT

WeZ,

This list certainly makes our proposal irrelevant. I'll get one of our developers to check if such report could be made in a reasonable amount of time.

Service Breach Report Calculation

WeZ — GMT

Hi Joseph,

I'm sorry that we bought the system from you last year and only now are we implementing it so more of these issue's might come up in the near future, but i appreciate the time you intend to spend on this issue for us.

Much Appreciated, thank-you - and i look forward to your results.

Kind Regards,
Wesley.

Re:Service Breach Report Calculation

Joseph Zargari — GMT

WeZ,

We have an update on this. A report that takes the due date into consideration instead of timers is not possible to make at the moment. We are adding this as a feature request.
You have two options for this:

1. As a workaround, you can create a new status named 'OverDue-Open' (or something like that). You can then create an escalation rule that will escalate all active requests 0 hours since the due time (meaning, anything that passes the due date). A new timer for Status = OverDue-Open will allow you to use the standard Service Breaches reports for that purpose.

2. The other option would be to get us to develop this for you as a custom development project. If this is something that could interest you, please send us an example of exactly what you want to our helpdesk. We will then quote you for that project.

Best regards,
Joseph.

Re:Service Breach Report Calculation

Harold.Ballinger — GMT

So I can create a status of Overdue, create an escalation that applies to all Open tickets that are past their due date that changes them to this status of Overdue, create a Timer that counts the time that it was in "Overdue" status, and then filter a any of the reports by OverDue Timer > 0?

I too have widely varying SLA times for specific outages and am more interested in tracking by "Due Date" vs a single "Breach Threshold" -- I will try this first thing monday.

Thanks!

Re:Service Breach Report Calculation

Joseph Zargari — GMT

Harold,

That's exactly the workaround. Please report back how this is working for you.

Service Breach Report Calculation

WeZ — GMT

Hi Joseph,

I calculate the Response Times and Resolution times separately using statuses and as such i will need to scope the impact of automatically changing statuses of requests on these calculations.

I will let you know if this workaround is feasible or not.

Cheers
WeZ

Re:Service Breach Report Calculation

Joseph Zargari — GMT

WeZ,

You can still add the new status to existing timers, to prevent it from affecting existing timers.

Service Breach Report Calculation

WeZ — GMT

Hi Joseph, it's the automatic changing of Status that has me concerned. I basically use 3 of my statuses; "New", "Implement" and "Closed".

When a call comes in and a member of my staff are ready to attend to a call, they change the status from New to Implement. this indicates they are working on the call. They then work on the call and when the call is resolved, they change the status of the request to closed.

So my Time to Respond is calculated on the SR where Status = New. Time to repair is calculated on the SR where Status <> New and Status <> Closed. Repair Time is calculated on the SR where Status = Implement

Although it appears quite simple, adding a situation where a status is taken out of a status and placed into another status not only will affect these calculations, but will require training to my staff that use the helpdesk to understand why the status is changing automatically etc etc - change control, you know what i'm talking about.

I will let you know once i've had a chance to investigate your workaround.

Would like to see if Harold has success though.

Cheers
WeZ

Service Breach Report Calculation

WeZ — GMT

Hi Joseph,

I really did not want to change the status of the request based on the reasons i provided in the feature request you mentioned earlier in this thread.

I might have found another way though, and I just wanted to bounce the Idea off you to see im not doing something silly here because it seems really simple:

1. On the Escalation Rule, under "Actions to perform upon escalation", set the Escalation Level to 1
2. Create a Timer Called "OverDue" and set the criteria where Escalation = true

Now on all your Service Quality and Service Breaches reports, you can use the "Overdue" timer and you can still get your reports without changing the status of the requests!

What do you think?

Cheers
WeZ

Re:Service Breach Report Calculation

Joseph Zargari — GMT

This is actually a good idea! The only requirement it has is to be the only escalation rule that marks service requests as escalated (otherwise, the Escalation = true condition may count SR which are not overdue).

Service Breach Report Calculation

WeZ — GMT

all my escalation rules are triggered when the overdue conditions are met, which means all my escalation rules can mark the overdue requests.

Re:Service Breach Report Calculation

lwyatt — GMT

Hey Wez,

Thanks for your suggestion, I was having the same problem as you, trying to get my head around how to report on the due dates. I identified some [url=http://www.ilient.com/Sysforums/posts/list/3267.page]limitations with the due date[/url] if you have SLAs which operate outside of office hours or if you ever put requests on hold, perhaps you would like to vote for this? currently I am the only one who seems to think this as beneficial

[quote=Joseph Zargari] (July 2008)
I do agree that a new report should be added to tell you how many requests exceeded their due dates and we will process that as a feature request.
[/quote]

[b]Joseph[/b]: please would you let me know when this report will be available?

Service Breach Report Calculation

lwyatt — GMT

[quote=WeZ]Hi Joseph,

I really did not want to change the status of the request based on the reasons i provided in the feature request you mentioned earlier in this thread.

I might have found another way though, and I just wanted to bounce the Idea off you to see im not doing something silly here because it seems really simple:

1. On the Escalation Rule, under "Actions to perform upon escalation", set the Escalation Level to 1
2. Create a Timer Called "OverDue" and set the criteria where Escalation = true

Now on all your Service Quality and Service Breaches reports, you can use the "Overdue" timer and you can still get your reports without changing the status of the requests!

What do you think?

Cheers
WeZ[/quote]

Hi Wez

Did your workaround here solve your issue? I tried giving it a go but I got stuck with having to manually enter the number of hours in the Service Breaches report, this doesn't work for varying due dates

Re:Service Breach Report Calculation

Joseph Zargari — GMT

[quote=lwyatt]
[b]Joseph[/b]: please would you let me know when this report will be available?[/quote]

I'm not sure about that. I have just asked our product manager to address this question.
I do recall discussing a better workaround with a colleague (Adam Racer) that didn't require escalating the service request. I believe the service request was yours, right?

Basically, you can add filtering to the Help Desk list view that would allow you to filter the list to show requests that are overdue or not (or both). To do that, follow the below instructions:
1. Go to Service Desk > Incidents (DEFAULT view) and click on the Customize List button in the top toolbar.
2. In the Customize List window, click on "Add" to the right of Filter Menus.
3. In the succeeding window.....
a) In the Name field, enter a convenient name for this filter (eg. SLA Compliance).
b) In the Filter Caption, enter a caption for non compliant requests (eg. Non Compliant)
c) In the Filter Expression, enter the following string:
( due_date is not null AND (status not in (OPEN_CLASSES) and close_time > due_date ) OR ( status in (OPEN_CLASSES) and due_date<=GETDATE() ) )
Keep in mind that this function is suitable for Microsoft SQL (other database type may have different functions).
d) Click on "Add".
e) In the Filter Caption, enter a caption for compliant requests (eg. Compliant)
f) In the Filter Expression, enter the following string:
( due_date is null OR (status not in (OPEN_CLASSES) and close_time <= due_date ) OR ( status in (OPEN_CLASSES) and due_date>GETDATE() ) )
g) Click on "Add".
4. Click On "Close" and then "Save".
5. Back on the incidents list, you will now have an "SLA Compliant" filter which will display "compliant" and "non compliant" service requests. After filtering, you can print it (like a report) or export to CSV.
6. In addition, you can also view a numeric summary of those service requests in the Matrix view of the service desk.

Thanks,
Joseph.

EDIT: I modified the instructions to be more accurate.
Also, if you are using the Derby database, just user 'current_timestamp' wherever you see 'GETDATE()' If you are using MySQL, use 'curdate()'. For Oracle, use 'sysdate'.

Re:Service Breach Report Calculation

lwyatt — GMT

Cheers Joseph, I look forward to that clarification. I do hope the report is on your road map somewhere, would be nice if it gets released with the SLA/SLM module!

In the meantime thank you for the filter workaround, Adam is helping include open as well as closed requests so I'll see how that goes. I'm not sure yet just how feasible this workaround will be once it works, to keep updating the filter so it just shows due dates from the last 7 days could be time consuming - I'm already having to run twice the amount of reports I used to run in our old system to arrive at the same figures, so unfortunately not finding the system entirely simple and easy to use
However I realise you guys pride yourselves on providing open and direct communication channels with your users (which I salute you for ). To this end, I am committed to providing you guys with as much constructive feedback as possible in order to improve the product for everyone .

Re:Service Breach Report Calculation

Joseph Zargari — GMT

I just discussed this with our product manager and as it turns out, we are planning to add a report that would address due dates (service request that breaches the due date) as a part of version 7.0
Until then, then workaround suggested in this service request should do a good work.

Thanks,
Joseph.

Due date data

pellison2668 — GMT

I am doing all reporting using a BI solution we already have in-house, reading data directly from the ilient database. Works well and we can create all necessary reports. All is clear regarding the dabase structure and table content, but I cannot for the life of me find any references to the data shown in the preferences->help desk settings->due dates tab.

Can anyone help?

v6.5.08 on IIS / SQL2005

Re:Service Breach Report Calculation

Ori — GMT

Hey pellison2668,

The due date details is located under the ...\SysAidServer\root\WEB-INF\logs\account_conf.xml file. This can also be found inside Account_Conf column under the Account Table

Re:Service Breach Report Calculation

WeZ — GMT

Hi All,

Just to let you know the 2 step solution i posted earlier seems to be working very nicely. I also can add the timer to the view which lets me see quickly what requests are overdue the longest and can prioritise accordingly.

Ciao
WeZ