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amarc611

SLA Target Resolution time Not correct SCSM 2012 Incident view

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So, noticed the target Resolution time on ticket IR193 is 06/04/2013 5:00:08 but the ticket was created at 06/04/2013 4:53:24. The metric resolution time is configured for 2 hours on priority 1 incidents. So shouldn’t the target resolution time be two hours from the time of creation? And if you take into account the service desk hours which are 8AM to 5PM the target resolution should be within that time frame correct?

 

post-20038-0-60088400-1371586624_thumb.png

 

Here is the metric below.

post-20038-0-82988500-1371586636_thumb.png

 

Why doesn't the estimated target resolution show within the service desk hours?

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I found out that in SCSM 2010 the Resolved Date is calculated on a 24 hours/7 days base and the values in the Incident Settings. This was related to Incident Management only.

In SCSM 2012 the Service Level Management based on Calendars, Metrics and Service Level Objectives was added. Also it's possible to use SLAs on different types of Work Items now.

If "Do not use and show legacy Target Resolution Time on Incident Form banner" is deactivated = Resolved Date is calculated based on 24/7 and the values in the Incident Settings.

If "Do not use and show legacy Target Resolution Time on Incident Form banner" is marked = "Target End Date" is calculated based on the defined Service Level Objectivies in Service Level Management (based on Queues, Calendars, Metrics).

But then I can't see target resolution in the work items console.

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