Service downtime calulated including availability calendar

Marek_Lefek

Hi,

is there possibility to set the automatic calulation for service downtime including SLA availability calendar?

In Release Workitem there is an option to input Downtime start and end datetime but it calculate without availability calendar.

Eg. service has got SLA from 8 am to 4 pm. Service Downtime is from 2 pm to 7 pm.

Time of downtime = 5 h - is is calulated by default in SCSM.

Time of downtime for SLA = 2 h.

Second subject, how you set service downtime by incident/problem? Do you use also RR ... or As incident time?

Geoff_Ross

Hi @Marek_Lefek

Interesting questions here. Can you explain a little more how this is defined:

'service has got SLA from 8 am to 4 pm'

Service downtime by IR could be measured by affected service, time from creation to resolution and if the IsDowntime flag is set on the IR.

Geoff

AJ_Wittenbrink

I did this several years ago. The functionality is a bit outside of Cireson, but works.

In Short, created a custom class to house applications. Those applications have related data, but the important part was the calendar. The only Calendar in the system was the SLA calendars. Issue is that these can only be created and set by administrators. For our use case it was ok.

The magic is all from the reporting side. So using a datedim table, we created how many SLA minutes in a day from each calendar (which can track days of the week, hours and holidays if you set it). Then we calculate the Application SLA pool.

Now to decrement, an incident is created and we expose the actual start and end date. We further filter to only decrement against the pool if it was a sev 1 and attached to an actual application. We then surface that up through PowerBI.