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Description:

SLA Targets are based on the Affected Service related to the ticket. The Service CI has a defined availability schedule. However, the SLA Targets are being calculated over a 24X7 period and are not honoring the availability schedule.

Symptoms

SLA Targets have been defined for Tickets such that they are based on the service that got affected owing to the Incident. The Service CIs have availability schedules defined for example Monday to Friday 9AM to 5PM.
Tickets are related to the Affected Service and the SLA monitoring commences. However, when the SLA targets are applied to Tickets then the SLA monitoring calculates the SLA over a 24X7 period. It does not pause the calculations for the time that the Service CI is not available.

Solution 1

When the SLA Targets are being calculated over a 24X7 period and are not updated based on the business hours of the service availability group, you must perform the following tasks:

1. Log in to the CSM Intelligent Service Management application.
2. Navigate to MANAGE> Tools> Slice Configuration> Job Triggers.
3. Select the Generate Service Availability Schedule from the Trigger Name column.
4. Check the status, if the trigger is enabled or disabled. If disabled, click Enable.

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1. The 'Generate Service Availability Schedule' trigger generates a daily service availability and downtime schedule in the CSM Intelligent Service Management database for business services/CI during a specified date period based on the availability schedule defined for it, time zone, maintenance/outage schedule, and holiday calendar.
2. If the Job Trigger is not running as per the schedule given below or is not configured at all, then create a new trigger.
3. In the CSM Intelligent Service Management application, navigate to MANAGE> Tools> Slice Configurations> Job Triggers.
4. Click the Create New button.
5. Specify the Trigger Name as Generate Service Availability Schedule (Slice#input_slice_id_here)
6. In the Job column, select SQL Executor (ESD)
7. In the Cron Expression column, select Custom Expression and in the field next to it type the expression. 

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• When this Job Trigger runs it will generate the Service availability of the CIs in the CSM Intelligent Service Management database.
• Once the schedule is generated the SLA Targets that get applied to new tickets and will honor the Availability Schedule of the Affected Service CI.

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Keywords: TroubleshootingObj; Configuration Item; configuration management; Schedule Job Trigger; service target; SLA Target; service schedule; schedule.