First response tracking

Andy_Leopold

hello looking for any info on tracking a first response from Cireson, and setting the SLO in SCSM accordingly. thanks

Justin_Workman

@Andy_Leopold - It depends on how your subscription is configured.  Is your subscription targeted at the Service Level Instance Time Information class?

Justin_Workman

Hey @Andy_Leopold - there's a default 'Acknowledge' task for Incidents.  It sets the FirstResponseDate and allows you to leave a comment in the action log.  To build an SLO with FirstResponseDate, I'd recommend building a metric of Start Date=CreatedDate and End Date=FirstResponseDate.  I hope this helps!

Andy_Leopold

Justin_Workman thanks for the help, i have this setup but... I am now getting SLA breached notifications even though the First response SLA has been met. The notifications that are sent are  the resolution SLA breach notifications. Any idea whats going on here? thanks

Justin_Workman

@Andy_Leopold - It depends on how your subscription is configured.  Is your subscription targeted at the Service Level Instance Time Information class?

Andy_Leopold

@Justin_Workman
yes it is, that is where I am confused. I think I need to differentiate the subscription, that's where i get lost. thanks in advance 

Andy_Leopold

@Justin_Workman
I think I found it, i need to create subscriptions and tie them to the SLA unique ID

Justin_Workman

@Andy_Leopold - it looks like your screenshot might be a 'Create' subscription.  I think you want an 'updated' subscription so when the SLA status goes from not breached to breached it fires a notification.