Custom RT:SLA time?

Ruediger_Riediger · September 22, 2004, 10:18am

Hello fellow CERT’lers,

SunCERT would like to set the due time of a ticket during creation to a
more sophisticated value than “60 minutes” or “120 minutes”. Currently,
if a ticket is created in “Incident Reports”, the “SetDates” scrip will
set the due date according to the corresponding RT:SLA hash value for
the business hours of _RTIR_SLA.

This is done via:

my $addminutes = $RT::SLA->{$sla};
[…]
my $due = $bizhours->add_seconds($date->Unix, $addminutes * 60);

Did anyone tried to have a function calculating the value for SLA
instead of a plain value? E.g.

Full Service → 60 min
Full Service: out of hours → 60 min after start of next business hour
Reduced Service → next business day, same time + 60 min

Best regards,

Ruediger Riediger

Dr. Ruediger Riediger mailto:Ruediger.Riediger@Sun.com
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julien · September 23, 2004, 4:20am

Ruediger Riediger wrote:

Did anyone tried to have a function calculating the value for SLA
instead of a plain value? E.g.

Full Service → 60 min
Full Service: out of hours → 60 min after start of next business hour
Reduced Service → next business day, same time + 60 min

Actually, I’m in the middle of re-working the SLA-calculation code right
now, and it should be easier for you to override it to do just those
sorts of things.

You should be able to check out something from the dev branch within
another day or two, and I expect that the next test release won’t be far
away.

Linda

julien · September 23, 2004, 2:44pm

Ruediger Riediger wrote:

Reduced Service → next business day, same time + 60 min

I have a few questions about this one.

First, do you mean “+ 60 business minutes,” or “+ 60 real minutes”? I
ask, because what if the same time the next day is only 2 minutes before
closing time? Is the due date 58 minutes after closing time, or is it
58 minutes after opening time the following day?

Second, if you know that your business day is 8 hours long, would it be
sufficient to say “8 business hours + 60 business minutes”?

I could see that your business day may not be a consistent length of
time (perhaps you close earlier or open later on some days). However,
if that’s the case, “next business day at the same time” might be
outside of business hours. What then?

Thanks,
Linda

david.falkenburger · September 23, 2004, 2:56pm

I think there should be a way of entering business days into the system, and
also have a way to put in holidays, blackout days etc. Then if the rule for
the sla is to only work within business hours then you would have to do
appropriate calculations. So if SLA is to have someone reply within 4
business hours and it happens late Friday afternoon, and Monday was a
holiday system should be able to calculate the target date of sometime on
Tuesday morning.

If sla was for low priority and say 7 business days, then you would have to
take into account weekends, holidays, available business hours each day.

Higher priority tickets might have rule of respond within 4 hours period,
not just business hours.

Not sure what you would do if someone changes the calendar mid stream. Go
back and recalculate all open tickets taking into account a new holiday day
and adjust their target dates accordingly? Gets complicated.

Now, having all this information in there is great, what would also be of
importance now would be to have a report that can show which tickets did not
make sla, and by how much.

DaveFrom: Linda L. Julien [mailto:julien@bestpractical.com]
Sent: Thursday, September 23, 2004 10:45 AM
To: Ruediger Riediger
Cc: rtir@lists.bestpractical.com
Subject: Re: [Rtir] custom RT:SLA time?

Ruediger Riediger wrote:

Reduced Service → next business day, same time + 60 min

I have a few questions about this one.

First, do you mean “+ 60 business minutes,” or “+ 60 real minutes”? I
ask, because what if the same time the next day is only 2 minutes before
closing time? Is the due date 58 minutes after closing time, or is it
58 minutes after opening time the following day?

Second, if you know that your business day is 8 hours long, would it be
sufficient to say “8 business hours + 60 business minutes”?

I could see that your business day may not be a consistent length of
time (perhaps you close earlier or open later on some days). However,
if that’s the case, “next business day at the same time” might be
outside of business hours. What then?

Thanks,
Linda

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julien · September 23, 2004, 3:19pm

david.falkenburger@rbc.com wrote:

I think there should be a way of entering business days into the system,
and also have a way to put in holidays, blackout days etc.

There is a way to enter business days/hour on a weeekly schedule (for
instance, Mondays 9am to 6pm, Tuesdays 10am to 5pm, etc.).

There isn’t (currently) a way to enter holidays or other exceptions to
the regular schedule. This would require additional features added to
the Business::Hours module.

Not sure what you would do if someone changes the calendar mid stream.
Go back and recalculate all open tickets taking into account a new
holiday day and adjust their target dates accordingly? Gets complicated.

One challenge with doing this is that some tickets’ due dates might have
been manually changed, for a reason. Re-writing these due dates
probably isn’t what you want, and distinguishing between due dates set
by default due dates set by the system isn’t currently a feature of RTIR.

Linda

Ruediger_Riediger · September 24, 2004, 11:45am

Linda L. Julien wrote:

First, do you mean “+ 60 business minutes,” or “+ 60 real minutes”? I
ask, because what if the same time the next day is only 2 minutes before
closing time? Is the due date 58 minutes after closing time, or is it
58 minutes after opening time the following day?

Actually, we currently use real minutes, setting the due thus into the
off-duty time.

Second, if you know that your business day is 8 hours long, would it be
sufficient to say “8 business hours + 60 business minutes”?

For us, this is not a problem, but as you pointed out people might have
different business day length, e.g. Mon-Thu & Fri.

We do the following:

SLA: standard

if submission is after COB (close of business) or later,

handle submission like next business day SOB (start of business)

if submission is befor COB but due time after COB,

extend due time into next business for remaining amount of time

SLA: emergency

due is always 60min from now

Now, what we are missing is

SLA: priority

if submission is after COB (close of business) or later,

handle submission like next business day SOB (start of business)

if submission is befor COB but due time after COB,

just add the minutes into off-hours

Best regards,

Ruediger Riediger

Dr. Ruediger Riediger mailto:Ruediger.Riediger@Sun.com
NSG - SunCERT mailto:SunCERT@Sun.com
TZ=ME(S)T [GMT+1/+2] http://suncert.central/
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couldn’t break? You’d end up not knowing what they thought you thought
they were thinking…”

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