This is not a technical article but some kind of news. With SLA feature you can create a “rule” how to apply SLA to SCSM’s objects like incidents or service request (or any other object). If you don’t know how to do that please welcome to Rodney’s blogposts series: Part 1, Part 2 and Part 3.
But many peoples ask the one question: can we pause SLA depend from status or anything else? For example, how to stop SLA timer if status of incident changed to Pending? Before this week all who answer on this question (me too) ask “No, it’s possible”. But in fact you can (but see the note and the end of this article).
To demonstrate this I’ve created new SLO with next parameters:
Queries: High Priority incidents (all incidents with Impact and Urgency = High)
Calendar: 24×7 (every day from 00:00 to 23:59)
Metric: Incident – Resolution time
Warning Threshold: 2 hours
Target: 10 hours
Newly created incidents already has a SLA object:
As you can see target date is 07.08.2012 02:42 (CreatedOn + 10 hours).
After modification of the workflows settings (see next blogpost, XML coding of course) we can use Pausing feature. Let’s change status of our incident to pending:
Now let’s see what’s happened with SLA object:
As you can see the SLA object now is in Paused state and there is no more “Time before SLO breached”! Some time later I’ve changed incident’s status back to Active:
Note to time: time span between two state changes is a 1 hour and 3 minutes (17:21 – 16:18). Now let’s see to SLA object:
Look at the “Target End Date” field. Now it’s equal to (CreatedOn + 10 hours) + 1 hour 3 minutes. What mean it’s longer on period when incident was in Pending state.
NOTE: Something telling me what this feature added as unsupported. Try to investigate that and let you know.
You are right – This is NOT supported, nor tested properly by MS. I’m not sure if this info should be public available.
where is the source code for doing this.
i want the same how to do this
guyz i am waiting please let me know how to achieve this i need it urgently i have to give demo to management
This post all other posts about pausing SLA area are freezed until 25.08.2012
Hi as a Fellow scsm geek (www.litware.dk) can you enlighten me on how to provoke this ( I know how to do what you have achieved using orchestrator but its abit “complex” ) but i am intriged by seeing how you did it. I promise i wont repost any information you are willing to share. (You can see me email in this post)
Hello FreeManRU … today is the 27th … we have updated news about the release of this script?
I still have no answer from MSFT.
This solution does not work if your calendar is diferent then 24×7, right?
I have managed pause the sla, but how I can get the time between the states when the calendar is not 24×7?
Is it possible?
This work with any calendar. I will publish series of articles about SLA management in next few days. The Part 3 will contain information how to setup SLA pausing.
:( :( i have to deploy till 20-08-2012 and this is one of the main requirement of my manager otherwise they might be thinking for some other product.
Are the posts about SLA unfreezed agian?
Any news about this subject? :-)
Dear FreemanRU, I’m very interesting Your riport about SLA Pause solution!
please let me know hot to achieve???? please
This is easy to implement with System Center Orchestrator.
Twofold isn’t, the SLA posts have been paused ;-) But seriously some customer looking forward to this functionality!
I really need to use something like this for my service desk. Please unleash the postings!