SR Due Date Calculation
Due Date for the SR is the Create DateTime plus the target resolution time, considering only the working hours (Public holidays, non-working hours, ad hoc holidays etc. are to be excluded). The SR SLA rules are set up in the Configuration section.
The SLA for SR resolution will be calculated based on a combination of fields as described below. Once the SLA for Resolution is crossed, the SR is considered as Overdue (ie, Overdue = Yes).
- It will check for the combination of the SR Triplet fields SR Type, SR Category and SR Sub Category. If still not found,
- It will check for the SR Type + SR Category If still not found,
- System will check for the SR Type.
- If SLA records are found for any of the above combinations, the system will check if the ‘SLA Required’ flag is set to Yes in the SLA record. The system will proceed to SLA calculation only if value = Yes. If value = No, the Due Date field will be left blank.
- If SLA records are not found for any of the combinations 1-3, the SLA will be defaulted to the SLA set in Admin -> Global Parameter Setup -> Default Values -> Default SLA section.
Email Notification on missing the Resolution SLA
When an SR passes the Due Date, an email notification is sent as listed below. In order to give examples, the following notations will be used – Owner (O), Team Lead (TL), Owner’s manager (O+1), Team Lead’s manager (TL+1), Owner’s manager’s manger (O+2), Team Leader’s manager’s manager (TL+2), and similarly there is (O+3) and (TL+3).
If the SR is assigned to a user, the escalation will be to ‘O’ and a CC to ‘O+1’.