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Is there any way to calculate remaining time for SLA violation in BOXI?

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  • 1.  Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 10-03-2016 05:34 AM

    We need to display the remaining time for the SLA to get violated in the reports .

    Eg :

    If the SLA is 4 hours . if we have already consumed 1 hr then the report should show the remaining time ( 3 hr in this case) .

    How can this be done in Boxi ?

     

    Kindly help.



  • 2.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 10-17-2016 04:54 AM

    My Understanding (not BOXI specific):

    One approach could be to use the macro_predicted_violation field of a cr record, but I think this only works if the ttv options are installed.

    A more generic approach could be the following:

    The Consumed and remaining times are handled in the so called attached event records. These are related/attached to cr's by their obj_id attribute.

    One may figure out the atev record which handles the violation of a ticket, check its status(==2 :still running) and using its start_time and fire_time attributes to calculate remaining times....

    Kind Regards

    ..........Michael



  • 3.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-07-2016 01:56 AM

    Hi Michael,

    We tried using atev record but now the problem is that the fire time that is displayed is coming with the year 1970 even if the fire time of the ticket is originally 2016 . Also, the fire time keeps on changing with a few modifications . Kindly help . 



  • 4.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-07-2016 03:00 AM

    Without understanding the real problem, I have the following idea regarding the 1970 year stuff. Maybe my thoughts are related to your situation:

    The firetime attribute is used in two different ways:

    1. when event is in a running stat, the attribute  contains the expected firetime 
    2. when event is in an on-hold status, the firetime attribute contains the remaining time in seconds
      if you convert this duration to a date string, I could imagine that you get date string with the year 1970.

    That means, it is neccessary to check the status of the attached event to figure out its current state, and therfore the current meaning of the content of the firetime attribute.

    The same behaviour could be related to your observation "firetime keeps on changing"

    Hope that helps

    ...........Michael



  • 5.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Broadcom Employee
    Posted 11-07-2016 10:13 PM

    That matches my observations.

    Event status is as follows:

    0=cancelled

    1=complete

    2=pending

    3=repeating

    12=delayed

    13=delayed repeating

     

    When the status is 12 or 13, the 'fire_time' contains the remaining time, but if the status is 2 or 3, 'fire_time' is the next time at which the event is due to fire.

     

    Regards,

    James



  • 6.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 08-03-2017 05:04 PM

    camja06

    Thanks, James!  This is exactly what I needed to troubleshoot the similar issue using Xtraction.

     

    Xtraction with CA Service Desk - SLA Remaining field 

     

    J.W.



  • 7.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-08-2016 01:59 AM

    Thanks Michael

     We just checked that the fire time for the tickets that are on hold displays fire time as 1970 . What can be done to solve it ? How can we change its format to display the remaining time ? 



  • 8.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Broadcom Employee
    Posted 11-08-2016 02:47 AM


  • 9.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-08-2016 11:59 PM

    Thanks . We calculated the days between two date fields. ie. Open time ( format : dd/MM/yyyy HH:mm:ss ) and Fire time ( format :dd/MM/yyyy HH:mm:ss ) using the function daysBetween(Field1;Field2). 

     

    How can we get the difference between these two date field in HH:mm:ss ? 



  • 10.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?
    Best Answer

    Broadcom Employee
    Posted 11-09-2016 12:14 AM

    Hello,

    I would take the difference between the original integer values of those date fields - fire_time minus open_time - and convert the difference to HH:mm:ss using that formula again:

     

    =FormatNumber(Floor([theDifference]/3600) ;"00") + ":" + FormatNumber(Floor(Mod([theDifference] ;3600)/60) ;"00") + ":" + FormatNumber(Mod(Mod([theDifference] ;3600) ;60) ;"00") 

     

    Regards,

    James



  • 11.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-08-2016 02:52 AM

    Reamaining time is just the number of seconds remaining. So depending on the status convert the value of the fire_time to a date string or if it is on hold, convert it to a duration string ,something like "01:42:42" (hh:mm:ss).

    I'm sorry but regarding conversion how to, I can't give you any hint, because I'm not familiar with BOXI and its capabilities.

    Regards

    .........Michael



  • 12.  Re: Is there any way to calculate remaining time for SLA violation in BOXI?

    Posted 11-08-2016 02:53 AM

    James was faster

    Thank you!!!