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Function documentationDetermination of Response Times

 

In the response time profile, you can define target durations for the response times depending on attributes of the service request transaction types.

Example Example

  • For incidents with priority very high, you have agreed with your customers an initial response time of four hours.

  • For incidents with categorization schema xy, category zz, the maximal response times are 40 working hours.

End of the example.

You assign a response time profile to an SLA source. The response time determination procedure finds out the response time profile that applies to a real processing time in an incident.

Features

The following graphic provides an overview, how the system retrieves the response times that apply to the processing times on an incident.

The following example shows how the system evaluates the response times:

  1. The contact person of the customer creates an incident. The incident gets the processing time status NEW. When the contact person saves the incident, the system determines the processing times that are valid for this transaction type. These processing times are displayed in the processing times assignment block. The dates and durations are not filled.

    The service desk agent opens the incident and adds all relevant data. The agent sets the user status to IN PROCESS and saves the incident.

    In the action flow it is defined that the system should calculate the dates and durations when the status is changed from NEW to IN PROCESS. The system starts the evaluation.

  2. When the incident is saved, the system evaluates the response time determination procedure for every processing time that is assigned to this transaction type. It checks for the SLA sources defined in the response time determination procedure, if a processing time response profile and a processing time service profile is assigned. By checking the assignment, the system follows the sequence defined in Customizing.

    If the system cannot determine an SLA source that contains the required profiles, it uses the default response profile and the default service profile assigned to the processing time.

  3. The system reads the attributes contained in the response profile and compares them with the attributes of the incident.

    Note Note

    If the system cannot determine a response profile that matches to the attributes of the incident, no processing time dates and durations are filled.

    End of the note.

  4. The system has successfully retrieved a suitable response time. It calculates the planned dates and durations depending on the availability times and planned response durations.

    Note Note

    For the calculation of the planned dates, the system applies the durations defined in the response profile to the availability times defined in the service profile. For more information, see Example: Applying Response Times to the Availability Times.

    End of the note.

    The system calculates the threshold percentage. If required, it also updates the status of the processing time.