SLA Estimated Response & Completion

Configuration rules provide two different ways to allow the Priority to be set. These settings are established by your super administrator when your site is configured and can be set on the Logbook Configuration Options page.

• Automatic Priority Enabled = No – This setting allows users to set the request priority. When they create a request they will be presented with a Priority drop-down menu containing the priorities in the Priority Lists associated with the property. This is the most common type of configuration.
• Automatic Priority Enabled = Yes – This setting causes the system to determine the priority based on defined configuration rules set by the system administrator.

When priority has been determined, the SLA Response and SLA Completion durations can be set. Examples of durations could be 4 hours or 2 days. These values are set by your system administrator based on configuration rules on admin pages.

The values for durations are set at different levels within the system but the most common is to set the values directly tied to a Priority on the Priority Lists page.

The system will calculate the actual date and time for response and completion based on the provided duration. The beginning of the response or completion time is always the date and time the work request was created or the Scheduled For date if the work request is scheduled in the future.

The estimated end times for response and completion are based on the following factors:

• Work Request Create or Schedule For date – This is the starting time for the calculation

• SLA Service Hours – These are the service hours for the property, typically the hours when a building is staffed. This value is set by the administrator for each property individually on the Edit Property page.

  Note:

  If the SLA Service Hours are blank, 12:00 am TO 12:00 am, or 12:00 PM to
  12:00 PM, then the system will treat this as a 24 hour service day.

  If the SLA Calculation is set to Contiguous on the Logbook Configuration page, there must be enough work hours within the existing day for the start time of the SLA calculation to begin within that day. If there are not enough and there is a 24 hour service day, then the start time for calculating the SLA will be midnight. For example:

  If SLA Calculation is Contiguous and the Service hours are set for 24 hours, SLA Response for the priority is set to 2 hours, and SLA Completion for the priority is set to 4 hours, for a work request is created at 9:50 PM, the SLA Response is 9:50 PM + 2 hrs = 11:50 PM.

  In the same scenario where the SLA setting is set to Non Contiguous then the response would remain the same and SLA Completion would be 1:50 AM the next day.

• SLA Excludes Weekends? – Set this value to Yes to exclude weekends when calculating the Estimated Response and Estimated Completion.
• Response/Completion – Amount of time for calculating the response/completion
• Override SLA Service Hours – If set to Yes then the response and completion times will use a 24 hour time frame and disregard building hours.

• Contiguous vs. Non Contiguous Hours – This setting determines whether the request must be completed within a contiguous time frame. For example, if set to Contiguous, a 2-hour long request will bump to the next day if there is only 1 hour left in the property's service hours.

  • Contiguous Hours – The response and completion time must be able to be completed within a contiguous time period, otherwise the beginning date/time of the calculation will be the next day. This provides additional leeway for assigned to personnel when last minute requests are submitted.

  • Non-Contiguous Hours – The response and completion time take into account any remaining time within the current business day and continue on the next day if needed. This is typically helpful where contracts account for all business hours within the current day in which a work request is submitted.

Example 1 – NULL Service Hours

For the following settings:

• Service Hours – Null
• Exclude Weekends – No
• SLA COMPLETION TARGET –12 hours

For a work order opened Thursday 1/8/2009 at 4:30pm, the Estimated Completion Time is 4:30 am, Friday 1/9/2009.

Example 2 – Populated Service Hours and Exclude Weekends = NO

For the following settings:

• Service Hours – 9:00 am to 5:00 pm
• Exclude Weekends – No
• SLA COMPLETION TARGET – 12 hours

For a work order opened at 4:30 pm on Friday 1/9/2002, the Estimated Completion Time is 12:30 pm on Sunday 1/11/2009. This is because there are .5 service hours Friday, 8 service hours on Saturday, and the remaining 3.5 on Sunday.

For the following settings:

• Service Hours – 9:00 am to 5:00 pm
• Exclude Weekends – No
• SLA COMPLETION TARGET – 5 minutes

For a work order opened at 6:30 pm on Friday (outside of service hours), the Estimated Completion Time is 9:05 am on Saturday 1/10/2009. This is because there are 0 service hours on Friday, so the remaining 5 minutes occurs on Saturday.

Example 3 – Populated Service Hours and Exclude Weekends = YES

For the following settings:

• Service Hours – 9:00 am to 5:00 pm
• Exclude Weekends – Yes
• SLA COMPLETION TARGET – 12 hours

For a work order opened on 4:30 pm on Friday 1/8/2009, the Estimated Completion Time is 12:30 pm on Tuesday 1/13/2009. This is because there are .5 service hours on Friday, 0 service hours on Saturday and Sunday (weekends are excluded), 8 service hours on Monday, and the remaining 3.5 service hours occur on Tuesday.

Example 4 – SLA = end of service hours

For the following settings:

• Service Hours – 9:00 am to 5:00 pm
• Exclude Weekends – No
• SLA COMPLETION TARGET – 8 hours

For a work order opened on 7:30 am on Monday 1/12/2009, the Estimated Completion Time is 5:00 pm on Monday1/12/2009. This is because service hours on Monday do not start until 9:00 am.

Examples Using On Hold 

Depending on the configuration within your system, some SLA completion times can be extended when requests are put in a status where the flag is equal to On Hold. The extended duration of the SLA complete date is equal to the duration of time the request was put in a status that has a flag of On Hold where that duration overlapped existing service hours of the property or values set within the priority list (for example, Priorities can override the service hours and include weekends). On hold time outside of service hours for that request is not included in the extension of On Hold times.

Below are several examples of how On Hold can be used to push out completion times. If a request is already past it's estimated SLA completion date, the on hold settings will not have an impact on pushing out the estimated SLA complete date/time.

On Hold Example 1: NULL Service Hours

Request is opened/scheduled and the Service Hours are Null and Excluded Weekends is No

• Service Hours are NA and Exclude Weekends is No
• SLA COMPLETION TARGET: 1 Hrs

Ticket opened on Friday 1/9/2009 at 8:30 am
Est. Completion Time = Friday 1/9/2009 at 9:30 am

Status is changed to ON HOLD on Friday 1/9/2009 at 9:00 am.
At the time the status is set to ON HOLD the Est. Completion Time does not change
Status is changed to any NON-ON HOLD status on Friday 1/9/2009 at 1:00 pm

Estimated Completion time is recalculated as follows.
On hold time was 4 business hours (9:00 am to 1:00 pm).

Est. Completion Time:  Original SLA (1/9/2009 at 9:30 am) + 4 hrs = Fri 1/9/2009 at 1:30

On Hold Example 2: Populated Service Hours

Request is opened/scheduled and the Service Hours are populated

• Service Hours are 9am to 5pm and Exclude Weekends is No
• SLA COMPLETION TARGET: 12 HRS
• Ticket opened OUTSIDE of service hours

Ticket opened at 6:30 pm on Friday 1/9/2009. Estimated Completion:
- 1/9/2009 = 0 Service Hour Friday
- 1/10/2009= 8 Service Hours Saturday
- 1/11/2009=4 Service hours Sunday

Est. COMPLETION TIME: 9 am +4 hours = Sunday 1/11/2009 at 1:00 pm
Status is changed to ON HOLD on Friday 1/9/2009 at 7:00 pm
Status is changed to any NON-ON HOLD status on Saturday 1/10/2009 at 7:00 pm
Estimated Completion time is recalculated as follows.
On hold time was 8 business hours (9:00 am to 5:00 pm on Saturday 1/10/2009).
Est. Completion Time:  Original SLA (1/11/2009 at 1:00 pm) + 8 hrs = Mon 1/12/2009 1:00PM

On Hold Example 3: Put on Hold outside property SLA hours

Request is opened/scheduled and the Service Hours are populated and the request is put on hold after SLA hours

• Service Hours are 9am to 5pm and Exclude Weekends is No
• SLA COMPLETION TARGET: 8 HRS

Ticket opened 5:30 pm on Monday 1/12/2009
Status is changed to ON HOLD on Monday 1/12/2009 at 6:00 pm
Status is changed to any NON-ON HOLD status on Tue 1/13/2099 at 5:00 am
Estimated Completion time is recalculated as follows.
On hold time was 0 business hour
Est. COMPLETION TIME: Unchanged

On Hold Example 4: Put on Hold during SLA Service hours

Request is opened/scheduled and the Service Hours are populated and the request is put on hold during SLA hours

• Service Hours are 9am to 5pm and Exclude Weekends is No
• SLA COMPLETION TARGET: 1 day

Request opened on Monday 1/12/2009 at 10:00 am
Est. COMPLETION TIME: 10 am + 1 day = Tuesday 1/12/2009 at 10:00 am
Status is changed to ON HOLD on Monday 1/12/2009 at 3:00 pm
Status is changed to any NON-ON HOLD status on Monday 1/12/2009 at 5:00 pm.

Est. COMPLETION TIME: (Original SLA Tuesday 1/12/2009 at 10:00 am + 2 hours = Tuesday 1/12/2009 at noon