SLA Targets are not honoring the Service CI Availability Schedule

Products

• CA Cloud Service Management

Issue/Introduction

Symptoms

SLA Targets have been defined for Tickets such that they are based on the service that got affected owing to the Incident. The Service CIs have availability schedules defined for example Monday to Friday 9AM to 5PM.

Tickets are related to the Affected Service and the SLA monitoring commences. However when the SLA targets are actually applied to Tickets then the SLA monitoring calculates the SLA over a 24X7 period. It does not pause the calculations for the time that the Service CI is not available.


Solution 

• Check if the Job Trigger Generate Service Availability Schedule is running. To do this log into Service Desk application with Administrator privileges and navigate to Manage >> Tools >> Slice Configurations. Check under Job Triggers Tab. 
• The 'Generate Service Availability Schedule' trigger generates a daily service availability and downtime schedule in the CSM database for business services/CI during a specified date period based on the availability schedule defined for it, timezone, maintenance/outage schedule, and holiday calendar.
• If the Job Trigger is not running as per schedule given below or is not configured at all then create new trigger
• Under link Manage >> Tools >> Slice Configurations >> Job Triggers Tab, click on Create New button
• Specify the Trigger Name as Generate Service Availability Schedule (Slice#input_slice_id_here)
• Under Job select SQL Executor (ESD)
• Under Cron Expression select Custom Expression and in the field next to it type the expression 

?0 0 0 25 JAN,MAR,MAY,JUL,SEP,NOV ?

(The question mark at the end of the expression is a requirement and not a typo)

• Set Priority to Normal and select the Timezone which the Application Server is using.
• Under the SQL Statement field input the following query

EXEC p_generate_ci_service_schedule ${slice},-1;UPDATE v SET v.sla_due_date=dbo.F_GET_SLA_DEADLINE (m.slice, q.item_id, q.agreement_id, 'Service', q.affected_ci_id, CONVERT(INT, t.threshold_value), m.timer_start_date) FROM sla_agreement_compliance AS v WITH (ROWLOCK) INNER JOIN sla_qualifying_items AS q WITH (NOLOCK) ON v.slice = q.slice AND v.qualifier_id = q.row_id INNER JOIN vsla_agreement_threshold AS t WITH (NOLOCK) ON v.slice = t.slice AND v.threshold_id = t.row_id INNER JOIN sla_metric_calculations AS m WITH (NOLOCK) ON q.slice = m.slice AND q.metric_id = m.metric_id AND v.measurement_id = m.row_id INNER JOIN dbo.sla_metrics AS s WITH (NOLOCK) ON s.slice = t.slice AND s.row_id = t.metric_id WHERE v.slice=${slice} AND s.metric_service_period_code=2 AND v.compliance_status_code IN (0,3); 

 

• Click on Apply Changes button
• When this Job Trigger runs it will generate the Service availability of the CIs in the CSM database.
• Once the schedule is generated the SLA Targets that get applied to new tickets and will honor the Availability Schedule of the Affected Service CI.

Environment

Release:
Component: CACSM