1 Reply Latest reply on Sep 4, 2012 1:14 PM by wamccoid

    Breach time placeholder in reminder notification

    afrogers Apprentice

      We want to give our users an expected incident resolution time and using the breach time attribute placeholder works.  However, as we have a respond escalation as well as a time to close escalation, if the respond escalation breaches that time is put in the reminder instead of the time to close breach time.  How can the breach time attribute be reset if at all?

        • 1. Re: Breach time placeholder in reminder notification
          wamccoid Specialist

          Here is what I did.  I wanted to be able to display the "Time until Breach" to the analyst. (I am also using Colours for this).  What I am using is the Response Level Turnaround Time (Minutes).

           

          1. In Object Designer go to the Process Management Module, then click on Process
          2. Create a new Datetime Attribute and name it what you like, I named it "Time Until Breach Minutes"
          3. Add a Calculation and set to "After Read"
          4. Use this Calculation  -

          import System

          static def GetAttributeValue(Process):

                    return Process.BreachTime

           

          5. Create another Attribute this time String

          6. Again set calculation type to After Read

          7. Use this calculation -

          import System

          static def GetAttributeValue(Process):

                    Value = Process._TimeUntilBreach.ToLocalTime().ToString("MM/dd/yyyy hh:mm tt")

                    return Value

           

          I added this attribute to my analyst window and will take the time the incident was opened, then use the time in minutes to show you the date and time it will breach.  Also, if you have a stop clock in your process, this attribute will become null, then when the clock is started, will show the new Breach date/time.  What you could do is a few things, one  you could reference the placeholder for the SLA Breach Time, and or you could use it in your reminder to the requestor when they open the incident.  it is important however to note that that time could change if you have stop clock in your process.  For example, when we request additional information from the requestor, the clock stops until they add a note, at which point the clock starts.  if it takes the requestor 2 hours to add a note, then the sla breach time gets extended 2 hours.  hope this all helps.  works great for us. 

           

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