SLA, Escalation points starting from "Incident Creation date" or from Current time

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    Question:

     

     

    Do the Escalation Points start from the time the Incident was created or the time the Escalation Point was created?

     

     

     

     

    Answer:

     

     

    The Escalation Points in an Incident will behave different depending on how your Process is built.

     

     

    When an Incident is in the status where the Escalation Points will activate the new SLA will start counting from the Creation Datetime of the Incident.

    If the Incident is in a status where the Escalation Point is not supposed to activate the Escalation Points will not be created.  Once the Incident hits an Activation Status and the Escalation Points will be created they will count from ITS OWN Creation Datetime.

     

     

     

    (Please note that the videos in this article have no sound)

     

     

    Example one:

     

    Escalation point is set up to activate on OPEN status.

     

    OPEN.jpg

     

    Incident is logged and is in OPEN status when you change the SLA.

    The new SLA will instantly activate and start counting from the "Incidents Creation Date"

     

     

    (Video is demonstrating that changing the Response Level when being in an activation status for the SLA will immediately activate the Escalation Point)

     

     

     

     

    If Incident has moved over to an OTHER status when you change the SLA.

    The new Escalation Points will not be created until the Incident moves back to the Open status.  The existing Escalation Points will be cancelled.

    Effectively the Incident has no active SLA until it has been moved back to the activation status ie: OPEN status. When back at the OPEN status it will create and activate the Escalation Points and it will be counted from ITS OWN Creation Datetime and NOT the Incident's Creation Datetime.

     

     

    (Video is demonstrating that changing the Response Level when being in a NONE Activation status the new Escalation Points will NOT be added and will NOT be activated until you hit the Activation status again)

     

     

     

     

     

    Example two:

     

    Escalation Point is set up to activate on START, OTHER statuses.

     

    start_other.jpg

     

     

    Incident is logged and is in OPEN status when you change the SLA.

    The new SLA will now start counting from the "Incident Creation Date"

     

    (Video will demonstrate the old Escalation Points being cancelled immediately and the new Escalation Points are added and activated immediately)

     

     

     

    If Incident has moved over to a OTHER status when you change the SLA.

    The new SLA will start counting immediately as the Incident is currently in an activation status and will counting from the "Incident Creation Date"

     

    (The Video will demonstrate the Old Escalation Points being cancelled immediately and the new Escalation Points are added and activated immediately. The Escalation Points will be in a Stopped as the Incident is in a stopped status - "With Customer")

     

     

     

     

    So depending on how you want your Escalation Points to behave you will need to build your Process with this in mind.