SLA stage example

This example uses demonstration data available with vendor ticketing to illustrate how the application can manage SLA stages for different incident states.

  1. Create a new incident record and select the IBM-T42-DLG computer as the affected Configuration item.
  2. Set the Impact and Urgency to either Medium or High.
    Selecting the CI

    The system starts a contract SLA for this incident based on the incident priority, not the CI. In this case, the system creates the Priority 1 resolution (8 hour) SLA. The system adds the SLA to the Task SLAs related list.

    The Task SLAs related list
  3. You call Sony, the vendor for this CI, and update the incident state to Awaiting Vendor.

    The dependent fields appear, with Sony entered as Vendor.

  4. Complete the required vendor fields and save the record.
    Vendor fields

    The Priority 1 resolution (8 hour) SLA is configured to pause when the incident state is Awaiting Vendor.

    Priority 1 resolution (8 hour) SLA
  5. You discover that this CI is part of a service offering called IBM Cloud Computing that has an SLA. You change the Configuration item value to the service offering and save the record.
    The Configuration Item

    The system starts the SLA for the IBM Cloud Computing service offering. The SLA for this service offering is configured to start when the Vendor open event occurs in the incident. The incident state of Awaiting Vendor and the addition of a vendor trigger this event for the SLA when the incident is updated.

    The updated Task SLAs related list
  6. When you have received all the information needed from the vendor, you update the incident state appropriately.

    The SLAs react to each state as follows:

    Table 1. States
    State Description
    Awaiting Problem, Awaiting User Info, Awaiting Evidence You need additional help to resolve this incident. Any of these states marks the service offering SLA as Complete. The incident SLA remains Paused.
    Active You have all the information you need to continue to work on the incident. This state restarts the paused contract SLA and marks the service offering SLA as Complete.
    Resolved or Closed You have completed your work on the incident. Either state marks both SLAs as Complete.
  7. The issue with the original CI reoccurs, and you reopen the incident by setting the state to Active.

    The application creates a new contract SLA with the same start date and time of the original SLA and sets the stage to In progress.

    The final Task SLAs related list