SLO functionality

Alan_Foster

I have a SLO setup with the calendar set to M-F 7:00 am - 5:00 pm and the metric is the resolution time.  My intension is that an incident created outside of those hours should not have the SLO applied to it at all.  What I am seeing is that even if an incident is created before 7am or after 5pm it still has the SLO applied but the timing is only counted within the calendar hours.  Is there a way to separate the incidents that fall outside of the Calendar hours so that the SLO is not applied?

Justin_Workman

You're correct. The SLO, once applied, will measure time elapsed during the calendar window.  To keep the SLO from applying, you'll want to create a different queue.  Although you can't create a queue based on Created Date inside of those hours, you could create a queue that targets Incidents with a specific criteria( like Escalated = true; or a custom property) and have a runbook set that criteria on incidents created inside your window and apply your SLO to that queue, leaving everything outside that window without the SLO.

Justin_Workman

@Alan_Foster - I've attached an example with screenshots of how this might work.  Hope it helps!

Justin_Workman

Do you have the Service Manager Orchestrator Integration pack?
https://www.microsoft.com/en-us/download/details.aspx?id=54098

Justin_Workman

You're correct. The SLO, once applied, will measure time elapsed during the calendar window.  To keep the SLO from applying, you'll want to create a different queue.  Although you can't create a queue based on Created Date inside of those hours, you could create a queue that targets Incidents with a specific criteria( like Escalated = true; or a custom property) and have a runbook set that criteria on incidents created inside your window and apply your SLO to that queue, leaving everything outside that window without the SLO.

Alan_Foster

@Justin_Workman you wouldn't happen to have a runbook similar that you would share would you?

Justin_Workman

I don't have a runbook set up for this.  But I can test it out and get back to you...
Were you thinking a custom field for the criteria on the incident?

Alan_Foster

@Justin_Workman we have used the Urgency field in previous scsm versions, I have created an ugency called "Out Of Hours" and used it for my testing with the queue.

Justin_Workman

Good to know.  I'll do the same for my testing.

Alan_Foster

thank you.

Justin_Workman

@Alan_Foster - I've attached an example with screenshots of how this might work.  Hope it helps!

Alan_Foster

@Justin_Workman, Thanks, now just a little education.  I don't see in my Runbook Desginer a Monitor Object.  I am sure it is probably simple to setup but I just don't have the knowledge.  

Justin_Workman

Do you have the Service Manager Orchestrator Integration pack?
https://www.microsoft.com/en-us/download/details.aspx?id=54098

Alan_Foster

my runbook does not seem to run, I have the connection set to the primary SCSM server. Is that correct?  Also on the schedule do I need to take into account the GMT time difference between Central time zone?

Justin_Workman

The connection to your primary SCSM server should work.  The schedule should be in local time.  Have you tried running it with Runbook Tester?  If there are any errors, Runbook Tester is usually a little more descriptive.

Alan_Foster

Cannot establish connection to the server. Please check connection name and credentials.