Two Different SLO Warning and Breeched E-Mails for Two Different Metrics

I saw a question pop up on the Social TechNet forums the other day and I realised there is a bit of confusion about how to send a warning or breeched e-mail for different metrics such as Response Time and Resolution Time.

Let me explain the scenario:

You want to set SLO’s for Incidents based on two different metrics:

  • How long it takes the analyst to respond to the Affected user
  • How long it takes to resolve the Incident

Your SLO’s are:

  • Priority 1 Incidents – Response Time: Response 2 hours; Warning 1 hour.
  • Priority 1 Incidents – Resolution Time: Resolution 4 hours; Warning 3 hours.

You then want to notify the analyst when the warning time in reached. Both for the response SLO and the resolution SLO.

It seems to make sense that you would create two notification templates: One for response SLO warning and one for resolution SLO warning.

However, you Only create one E-Mail template Warning and one for Breech regardless of the SLO and then use the details to make the template more specific.

Let’s run through the whole process end to end:

First off you need to create the SLO’s for the targets you want.

SLO’s are made up of:

  • A Metric
  • A Queue
  • An SLO

Create a Metric for your Incidents that you want to trigger on.

clip_image001

For Example:

  • Title: Incident Resolution Time
  • Description: The time is takes from the Incident being created to the analyst first responding to the affected user.
  • Class: Incident
  • Start Date: Created Date
  • End Date: Resolved Date

Next Create the Queue:

clip_image002

For Example:

  • Title: Incident Priority 1
  • Class: Incident
  • Criteria: Trouble Ticket Priority Equals 1 AND Status Equals Active

clip_image003

Finally create the SLO’s:

clip_image004

For Example:

  • Title: Priority 1 Incident Response Time
  • Description: Please respond to the affected user and enter a comment in to the Incident that is marked as “First Response” before the target end date.
  • Class: Incident
  • Queues: Incident Priority 1
  • Service Level Criteria
    • Calendar: Normal Support Hours
    • Metric: Incident Resolution Time
    • Target: 10 Hours
    • Warning: 5 Hours

AND

For Example:

  • Title: Priority 1 Incident Resolution Time
  • Description: Please resolve this Incident before the Target End Date or escalate to higher support.
  • Class: Incident
  • Queues: Incident Priority 1
  • Service Level Criteria
    • Calendar: Normal Support Hours
    • Metric: Incident Resolution Time
    • Target: 10 Hours
    • Warning: 5 Hours

Exclamation-icon (32x32)
NOTE
: The description fields are important. This will become clear later.

Next, you will need to create the notification template you want to send out.

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In this case you will only need 2:

  • Incident SLO Warning
  • Incident SLO Breeched

Both of these templates will have to use the “Service Level Instance Time Information” target class. Remember to change the drop down list of class type to “All basic classes”

clip_image006

For Example – The Warning template might be:

Greetings <AnalystFirstName>,

<IR###> has reached a warning state for <SLODisplayName>.
This work item will breech this SLO on <TargetEndDate>
<SLODescription>

Thanks,

Service Desk

clip_image007

This way whenever the SLO status changes to warning it will show the specifics of the Incident and the specifics of the SLO. This includes the description and display name fields that we can use to provide more detail.

From the input described above the actual E-Mail sent for an Incident would look like:

Greetings Brett,

IR1234 has reached a warning state for Incident .
This work item will breech this SLO on 31/03/2015 14:00
Please resolve this Incident before the Target End Date or escalate to higher support.

Thanks,
Service Desk

I hope this covers everything you need.

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