Recalculating SLAs

By default, a ticket is evaluated against all active SLAs and is assigned an SLA when the ticket is created. Depending on your organization's workflow, it may also be necessary to repeat this process over the course of the ticket's lifetime.

For example, consider your Change team is reviewing all new Change tickets in order to prioritize and assign the tickets. The requester of the Change may have prioritized a ticket as having a Impact of Major; however, the Change team changes the ticketImpact to Significant. Assume there are two different SLAs: one SLA for Major Impact tickets and another SLA for Significant Impact tickets. You could elect to Recalculate SLAs after the Change team performs the Accept action for a ticket in the Assignment state in order to apply the correct SLA to the ticket.

The elapsed time for the ticket is included in the SLA upon reassignment.  For example, a ticket is submitted with an Impact of Major and an eight (8) hour SLA applied. An hour goes by and the Impact is changed to Significant, which has a four (4) hour SLA.  The SLA time remaining is recalculated to three (3) hours.

You can view the Assigned SLA as well as when the SLA was recalculatedin the History section.

To trigger an SLA recalculation:

  1. Navigate to the Administration tab in the Desktop Client and expand the appropriate module (i.e., Incident, Service Request, or Change Request).

  2. Select Workflows and Edit the appropriate Workflow. The Workflow Details dialog displays.

  3. Click on a Workflow Action in the diagram or click the Action tab under the Properties section and select an Action. Click the Properties sub-tab to view the Recalculate SLA property setting.

  4. Change the Recalculate SLA value to True.

  5. From the File menu, Save the workflow.

For more information regarding Workflows editing, refer to the Modifying Workflows topicin the ChangeGear Administrator's Guide, under Administering ChangeGear > Workflows.