ServiceDesk

I've been asked to set up SLA email warning notifications for tickets that come into a particular group that are High priority. I have it working roughly, except for a couple of issues.

Issue 1: I have an email setup to send based on 3 SLA levels being crossed

Initial Response - Warn (High) - send an email to the group after 30 minutes of no initial response.
Initial Response - Late (High) - send an email to 2 supervisors after 45 minutes of no initial response.
Resolution - Late (High) - send an email to go the group after 2 hours if the incident has not been resolved.

In testing, if I create a high priority incident, and let it stew I get the Warn (High) email at all 3 intervals (warn at 30, late at 45, not resolved at 2 hours), and the Late (High) email on the 45 minute and 2 hour intervals. Is there a way to configure so that each message only goes once (warn at 30, late at 45, not resolved at 2 hours), instead accumulating and being 1 email at the Warn (High), 2 emails at the Late (High) and all 3 emails at Resolution Late (High) thresholds?

Issue 2: if an incident is opened as another priority, then changed to High, i'm not getting any emails, if I edit the incident and change the priority to High. Looking at the incident, the SLA for High priority is set, but already marked as satisfied. Is this because editing the incident, is a Response, therefore already satisfied? Do I need to set up another SLA milestone other than Resolution and Initial Response? Not sure where to go on this

Thanks

for issue #1: I'm assuming you're using automation rules to accomplish this - do you have a rule configured for each threshold?  for example,

Ruleset:
OnAnySlaMissed

Condition: 
[SLA Type][Is Type(Initial Response - Warn)]

Action:
[Send Email][To Specific Group(WhateverGroup)] Using [1 Parameter]

Should handle one event only (the initial response warning) and should only fire at this time.  This would likely remedy the multiple email issue.  3 separate rules for 3 separate event types (1 each configured for "OnAnySlaMissed" with the condition of "SLA Type" being whatever makes sense for each)

for issue #2: you're correct by saying that the response is completed at that point.  what you may be able to make work is to create a rule that is set up like this (or something like this, it'll need testing as i haven't tested it (sorry!!)):

Ruleset:
OnTicketEdited

Condition:
[Priority][Is Specific Priority](High)]
AND 
NOT [SLA Exists][By Level(Initial Response - Late (High))]

Action:
[Set SLA][For Configuration Level(Initial Response - Late (High))] Using [2 Parameters]
(the 2 parameters being "Replace Existing SLAs = True" and "Use Date = whatever you want")
AND
[Set SLA][For Configuration Level(Resolution - Late (High))] Using [2 Parameters]
(the 2 parameters being "Replace Existing SLAs = False" and "Use Date = whatever you want")

just kind of spitballing here.  let me know if you'd like to do a webex tomorrow and i'll be glad to have a look.

Issue 1: Yes, I have 3 seperate rules set up for the 3 SLA thresholds.

Issue 2:  I'll test out your suggestion and see how it goes.

Thanks for the response and offer!

with issue number 1 then, are the conditions set up to only perform an action if the SLA type matches the intended SLA event type?

Execution results for Ruleset [OnTicketEdited]
Rule [1]: If [Classification][Is Set] OR NOT [Incident Is In Queue][Specific Queue(ITSD)] OR NOT [Incident Is In Queue][Specific Queue(IMS Application Support)] Then [Send Email][To All Members in Assigned Queue] Using [1 Parameter] :: The conditions were met. 1 Successful Action.
Rule [1]: Action Succeeded: [Send Email][To All Members in Assigned Queue] Using [1 Parameter]
Rule [2]: If [Priority][Is Specific Priority(High)] Then [Modify SLA][Reset for Milestone(Initial Response)] AND [Set SLA][For Configuration Level(Initial Response - Warn (High))] Using [2 Parameters] AND [Set SLA][For Configuration Level(Initial Response - Late (High))] Using [2 Parameters] AND [Set SLA][For Configuration Level(Resolution - Late (High))] Using [2 Parameters] :: The conditions were met. 4 Successful Actions.
Rule [2]: Action Succeeded: [Modify SLA][Reset for Milestone(Initial Response)]
Rule [2]: Action Succeeded: [Set SLA][For Configuration Level(Initial Response - Warn (High))] Using [2 Parameters]
Rule [2]: Action Succeeded: [Set SLA][For Configuration Level(Initial Response - Late (High))] Using [2 Parameters]
Rule [2]: Action Succeeded: [Set SLA][For Configuration Level(Resolution - Late (High))] Using [2 Parameters]

This is where I get back to, is there a milestone that needs to be created, or is there a way to reset the initial response game clock besides (Reset for Milestone) or (Delete for Milestone), neither of which seem to accomplish anything.

Does this option not work either?

Action: 
[Set SLA][For Configuration Level(Initial Response - Late (High))] Using [2 Parameters]
(the 2 parameters being "Replace Existing SLAs = True" and "Use Date = whatever you want")
AND
[Set SLA][For Configuration Level(Resolution - Late (High))] Using [2 Parameters]
(the 2 parameters being "Replace Existing SLAs = False" and "Use Date = whatever you want")

That would be correct africo. That does not work.

Sorry Mr. Leggett - I'm all out of ideas.  It sounds like you're configuring it properly enough.  Perhaps a support call would be helpful at this stage, so you can be certain one way or another whether the rules are even working as expected.  

Thanks Mr. Frico. I appreciate the timely suggestions.