Servicedesk supports Service Level Agreements (SLA) for incident management. They have basic parameters that need to be set for them to correctly calculate late times, times for escalation, etc. While testing an issue, we noticed a problem when setting up the following custom scenario configured in the SETUPSLAREQUIREMENTS model contained in the SD.DataServices decision model:
1. Business hours are set to 8:00 am to 5:00 pm - a 9-hour window each business day.
2. A 4 hours SLA was desired before the first late activity engages, basically guaranteeing a 4 hour minimum time to work value.
A new incident is entered at 4:00 pm on a working hours date, putting the first late activity to be scheduled for this case to occur at 11:00 am the following day. One hour of time from 4:00 to 5:00 pm, and 3 hours from 8:00 am to 11:00 am the following day. Unfortunately, the resulting SLA date gets set for 8:00 am the following day. Not a good thing.
The configuration for these SLA settings is found in the SD.DataServices project, in the SetupSLA Requirements model. To set the minimum hours to work, find and click on the desired "Add New Data Element - SLARequirements..." Component. Then, under "Definition, Value: SLA Requirement..." click the ellipsis to the right. You will then see:
Highlight the desired SLA Level and click Edit. You will then see:
Click on the Late Time Span ellipsis and you will see:
This is the screen where minimum hours to work is set, but it is not being honored. Until recently! A bug was found in the calculations for the time when it carries over from day to day. That has been fixed and is now found in KB article 51414, "Servicedesk Incident Service Level Agreement - 'Minimum hours to work" setting not being honored. There are instructions and files there that will resolve this issue.