SDM R12.6 C2 - Service Target reporting

[Anon Anon]

r12.6 C2 on W2K8 R2 with remote SQL 2K8

We have set up Service Targets and attached them to Servce Types.

We are monioring how long a ticket stays in Open before another action is taken (acknowledged) for MTTA.

We have a Service Type for when a ticket is assigned to Tier 1 to send a warning email at 2 hours and set the SLA predicted flag if the ticket status is Open. At 4 hours another email is sent and the SLA Violated flag is set. We have a Service Target of 4 hours that the ticket should be moved out of Open. This is attached to the above Service Target

This works as expected as far as the events firing, color status changes in list results, scoreboard queries, etc. However, when we look at the Service Type list in the ticket the Service Targets line is confusing. The Service Target shows up and the Target Date/Time will be populated, however as soon as the action which completed the target is fullfilled, the Target Date/Time field is blanked out and only the Actual Date/Time is shown. The Time Left is calculated correctly.

This makes reporting very difficult because instead of just displaying the Target Name, Target Date/Time, Actual Date/Time and Time Left (positive or negative) - we are scrambling to come up with some calculation to display in the Target Date/Time. We are trying to join the usp_target_time and call_req tables to give meaningful MTTA reports.

Is anyone else having this issue? How are you reporiting on Service Targets?

Thanks,

Jeff

[System]

Hi All,

Anyone have input here for Jeff?

Thanks!
Chris

[Anon Anon]

We opened a support issue for clarification and they responded that this does appear to be the out of the box behavior as documented in the on-ine help:

"Target Date/Time
Specifies the deadline for completing the target. If the ticket is in a Hold status or the target has been met, this field is blank."

This makes sense for Hold (delay) status. We are trying to get more background on why this is the behavior for when the condition has been met. As I mentioned, the Actual Time and Time Remaining fields are still populated.

[System]

Thanks Jeff! Please let everyone know the outcome. :grin:

[Anon Anon]

No progress yet. We are trying to link tickets through the Attached_Events and Events tables for the actual Service Events (not Targets).

Still tackling the Service Targets issues. At the moment, it looks as if we are going to have to link to the Activity Log and parse strings from the description and action_desc fields. That is not a good solution as these are un-indexed text fields.

The OOTB CABI reports are not useful - the one for SLAs is for Requests only and the one under Incident Management is for an annual trend. Both of these will have to be re-written once there is time to pull them into Crystal.