Home Service Manager

I have incidents getting stuck in SLOStatus = Active when the incident is resolved.

Alan_FosterAlan_Foster Customer Adept IT Monkey ✭✭
edited June 2018 in Service Manager
I have incidents getting stuck in SLOStatus = Active when the incident is resolved, the status should move to SLOStatus = Met.
Has anyone else seen this?  How do I troubleshoot?

Best Answer


  • Options
    Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    Could you share how you've configured the SLO(s) ?
  • Options
    Alan_FosterAlan_Foster Customer Adept IT Monkey ✭✭
    edited June 2018
    in SLM,
    Calendar:  M-F 7a-5p,
    Metric:  Created date - Resolved date,
    SLO:  Desktop Support queue - Resolution Time target 4 hours - Warning 1 hour. 

    The reports depend on the SLOStatus field in the service management DB. 
    It works correctly if an incident breaches but gets stuck if Met.  Below is a query of the Workitems that are resolved today in less than 240 minutes.  The status should be SLAInstance.Status.Met.

    Two hours later and they are still in Active status.

    Since submitting the original request I have submitted this to Microsoft and also a formal request to Cireson.
  • Options
    Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Please define more about the differences in Met and Active.
    The screenshot is reporting and looks like it could possibly be a SQL query return. 
    Also are you talking about the status in the portal?

    The best place for monitoring SQL status is in the console looking at a specific work item SLA tab. 
    Here you can see what is the current status of an SLA.

    Some notes 
    If pulling from a SQL query it depends on where you are pulling. if pulled from the incorrect source there could be rows for each status of the SLA as it progresses thru the different stages.

    The portal DOES NOT update the SLA on the GUID views. I have found that the GUID only will update the status of an SLA at last save. If that last save resolves the request the SLA workflow about a minute later will update to the expected value but the GUID will not update as nothing saved the work item after the SLA updates. 

  • Options
    Alan_FosterAlan_Foster Customer Adept IT Monkey ✭✭
    edited June 2018
    yes, it is from this SQL query:
    SELECT  WorkItemId, SLOStatus, StatusDisplay.DisplayString AS 'Status', DATEDIFF(minute,Created,ResolvedDate)AS 'Min', DATEADD(hour,-5, ResolvedDate) AS 'Resolved Date'
    FROM [ServiceManagement].[dbo].[WorkItem] 
    JOIN [dbo].[DisplayString]AS StatusDisplay ON StatusDisplay.ElementID = WorkItem.StatusId -- Support Group
    WHERE WorkItemId LIKE '%IR%' -- only incidents
    AND TierID IN ('140463F8-8C4D-B4B4-E074-A9A3AFB23B59')   -- Desktop Support Team
    AND StatusID IN ('BD0AE7C4-3315-2EB3-7933-82DFC482DBAF','2B8830B6-59F0-F574-9C2A-F4B4682F1681')  -- Resolved,Closed
    AND DATEDIFF(minute,Created,ResolvedDate) < 240 -- minutes to resolved
    AND NOT SLOStatus = 'NULL'
    ORDER BY SLOStatus

    WorkItemId SLOStatus                          Status       Min Resolved Date
    IR290304    SLAInstance.Status.Active Resolved  34   2018-06-27 11:11:28.000
    IR290217    SLAInstance.Status.Active Resolved  24   2018-06-27 08:21:17.000
    IR290339    SLAInstance.Status.Active Resolved  11   2018-06-27 13:00:41.000
    IR290273    SLAInstance.Status.Met     Resolved  14   2018-06-27 10:05:43.000
    IR290219    SLAInstance.Status.Met     Resolved  4     2018-06-27 08:09:05.000
    IR290142    SLAInstance.Status.Met     Resolved  38   2018-06-27 06:34:34.000
    IR290225    SLAInstance.Status.Met     Resolved  15   2018-06-27 08:41:46.000
    IR290198    SLAInstance.Status.Met     Resolved  52   2018-06-27 08:23:48.000
    IR290335    SLAInstance.Status.Met     Resolved  7     2018-06-27 12:07:47.000
    IR290274    SLAInstance.Status.Met     Resolved  52   2018-06-27 10:42:55.000
    IR290248    SLAInstance.Status.Met     Resolved  95   2018-06-27 10:52:50.000

    All of these where resolved today and the first three still have not flipped to Status = Met.

    I have a report in SSRS that uses the SLOStatus column from Workitem table in the ServiceManagement DB.
Sign In or Register to comment.