SLA Targets are not honoring the availability schedule of the Affected Service

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:

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

The ‘Last Fired’ column is updated.

Solution 2

Check if the Job Trigger Generate Service Availability Schedule is running. To do this log into Service Desk application with Administrator privileges and navigate to Manage >> Tools >> Slice Configurations. Check under Job Triggers Tab.

The 'Generate Service Availability Schedule' trigger generates a daily service availability and downtime schedule in the 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.
If the Job Trigger is not running as per the schedule given below or is not configured at all, then create a new trigger.
In the Intelligent Service Management application, navigate to MANAGE> Tools> Slice Configurations> Job Triggers.
Click the Create New button.
Specify the Trigger Name as Generate Service Availability Schedule (Slice#input_slice_id_here)
In the Job column, select SQL Executor (ESD)
In the Cron Expression column, select Custom Expression and in the field next to it type the expression.

For example, 0 0 0 25 JAN,MAR,MAY,JUL,SEP,NOV ? (The question mark at the end of the expression is a requirement and not a typo)

9. Set the Priority to Normal and select the Time zone which the Application Server is using.

10. In the SQL Statement field input the following query.

SQL Code

EXEC p_generate_ci_service_schedule ${slice},-1;UPDATE v SET v.sla_due_date=dbo.F_GET_SLA_DEADLINE (m.slice, q.item_id, q.agreement_id, 'Service', q.affected_ci_id, CONVERT(INT, t.threshold_value), m.timer_start_date) FROM sla_agreement_compliance AS v WITH (ROWLOCK) INNER JOIN sla_qualifying_items AS q WITH (NOLOCK) ON v.slice = q.slice AND v.qualifier_id = q.row_id INNER JOIN vsla_agreement_threshold AS t WITH (NOLOCK) ON v.slice = t.slice AND v.threshold_id = t.row_id INNER JOIN sla_metric_calculations AS m WITH (NOLOCK) ON q.slice = m.slice AND q.metric_id = m.metric_id AND v.measurement_id = m.row_id INNER JOIN dbo.sla_metrics AS s WITH (NOLOCK) ON s.slice = t.slice AND s.row_id = t.metric_id WHERE v.slice=${slice} AND s.metric_service_period_code=2 AND v.compliance_status_code IN (0,3);

11. Click the Apply Changes button.

When this Job Trigger runs it will generate the Service availability of the CIs in the 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.

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