Category: SLO’s

Service Manager – Incident “Stop the clock”

 

A close friend and fellow SCSM nerd solved a commonly asked question about pausing the SLO clock for Incidents.
This blog post covers the solution he came up with.

Thanks Shayne for sharing your Stop the Clock solution

System Center User Community Newcastle

Stop the clock – Pause SLA

Hey Everyone,

I have been asked a few times if I can post a blog about my “Stop the clock” solution I put in at my previous job. So, here it is!!

There are a few prerequisites.

You need to create the Incident Status you want to be included for status changes, which will trigger the “Stop the clock” workflow. Once these are created, follow the steps below.

1: Create Custom MP.

2: Create Notification Subscription including queues (Incident P1,P2,P3,”Paused”) and what will kickoff workflow (status change from x to y). Important: Create in Custom MP.

3: Create SLO’s in Custom MP – Resolution Time P1, Resulution Time P2, Resolution Time P3, Response Time P1, Response Time P2, Response Time P3.

4: Export Custom MP.

5: Open in XML Editor.

6: Find line – “NotificationSubscription_’GUID ID of…

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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.

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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:

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For Example:

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

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Finally create the SLO’s:

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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

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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”

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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

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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.