Met SLA Formulas Help

[cathey04]

I am using CR 10, HP Service Desk, Oracle 9, HPUX. We have several priorities and each priority has a time to be resolved in SLA. There are two priorites that have two different SLA's, severity 1 & 2. The trouble I am having is that the second SLA for each severity 1 & 2 doesn't work, so I know it's something with the formula. Thanks for any help, and here is the formula

SLA Met? Formula

If isnull ({@Resolve Time (hh.ss)}) then "Still Open" else
If {@NCR Priority} startswith "+1 ARx-Router-Switches"
and {@Resolve Time (hh.ss)} <= 6.00 then "Met" else
If {@NCR Priority} startswith "+1 ARx-Router-Switches"
and {@Resolve Time (hh.ss)} > 6.00 then "Missed"
else
If {@NCR Priority} startswith "+1 Other"
and {@Resolve Time (hh.ss)} <= 12.00 then "Met" else
If {@NCR Priority} startswith "+1 Other"
and {@Resolve Time (hh.ss)} > 12.00 then "Missed"
else
If {@NCR Priority} startswith "1 (<=10hrs)"
and {@Resolve Time (hh.ss)} <= 10.00 then "Met" else
If {@NCR Priority} startswith "1 (<=10hrs)"
and {@Resolve Time (hh.ss)} > 10.00 then "Missed" else
If {@NCR Priority} startswith "1 (<=24hrs)"
and {@Resolve Time (hh.ss)} <= 24.00 then "Met" else
If {@NCR Priority} startswith "1 (<=24hrs)"
and {@Resolve Time (hh.ss)} > 24.00 then "Missed"
else
If {@NCR Priority} startswith "2 (<=36hrs)"
and {@Resolve Time (hh.ss)} <= 36.00 then "Met" else
If {@NCR Priority} startswith "2 (<=36hrs)"
and {@Resolve Time (hh.ss)} > 36.00 then "Missed"
else If {@NCR Priority} startswith "2 (<=60hrs)"
and {@Resolve Time (hh.ss)} <= 60.00 then "Met" else
If {@NCR Priority} startswith "2 (<=60hrs)"
and {@Resolve Time (hh.ss)} > 60.00 then "Missed"
else
If {@NCR Priority} startswith "3"
and {@Resolve Time (hh.ss)} <= 48.00 then "Met" else
If {@NCR Priority} startswith "3"
and {@Resolve Time (hh.ss)} > 48.00 then "Missed"
else
If {@NCR Priority} startswith "4"
and {@Resolve Time (hh.ss)} <= 72.00 then "Met" else
If {@NCR Priority} startswith "4"
and {@Resolve Time (hh.ss)} > 72.00 then "Missed"

 

[jdemmi]

I think, because you have and conditions....you need parens...

just using your first block...

If isnull ({@Resolve Time (hh.ss)}) then "Still Open" else
(If {@NCR Priority} startswith "+1 ARx-Router-Switches"
and {@Resolve Time (hh.ss)} <= 6.00) then "Met" else
(If {@NCR Priority} startswith "+1 ARx-Router-Switches"
and {@Resolve Time (hh.ss)} > 6.00) then "Missed"
else


I don't have access to CR at the moment...I will tomorrow and can assist further if no one else already has.

-- Jason
"It's Just Ones and Zeros

 

[cathey04]

I tried that but I get an error looking for a then after the <= 6.00) even though the next parameter is then

 

[IanWaterman]

The formula looks fine. More likely to be something wrong with {@NCR Priority}.

What does that do.

Ian

 

[cathey04]

This is the formula for the NCR Priority (there are duplicates). The vendor must resolve 90% of the calls in 10 hours and 100% of the calls in 24 hours for severity one calls. And for severity 2 you can see the time. Maybe a rewrite of both formulas but I am not sure where to start.

If (({ITSM_CIT_CUSTOM_FIELDS.CCF_CITEXT38}) like ["*ARx*", "*Router*", "*Switch*"] and
{V_SERVICECALLCODE1.TEXT} = "1+") then "+1 ARx-Router-Switches" else
If (not ({ITSM_CIT_CUSTOM_FIELDS.CCF_CITEXT38} like ["*ARx*", "*Router*", "*Switch*"]) and
{V_SERVICECALLCODE1.TEXT} = "1+") then "+1 Other"
else
if {V_SERVICECALLCODE1.TEXT} = "1" then "1 (<=10hrs)"
else
if {V_SERVICECALLCODE1.TEXT} = "1" then "1 (<=24hrs)"
else
if {V_SERVICECALLCODE1.TEXT} = "2" then "2 (<=36hrs)"
else
if {V_SERVICECALLCODE1.TEXT} = "2" then "2 (<=60hrs)"
else
if {V_SERVICECALLCODE1.TEXT} = "3" then "3"
else
if {V_SERVICECALLCODE1.TEXT} = "4" then "4

 

[lbass]

I don't know what an SLA is, and I can't tell what part of your formula isn't working, because I can't relate the severity levels to it. Which sections are not working? And how do you know?

-LB

 

[IanWaterman]

I assume SLA = Servive Level Agreement

Your NCR formula will not work as you will never get the results of
"1 (<=10hrs)"
it will always be overwritten by
if {V_SERVICECALLCODE1.TEXT} = "1" then "1 (<=24hrs)"
else
because the conditions are identical. Samae applies to
"2 (<=36hrs)"
You need to add additional conditions to differentiate.

Ian

 

[cathey04]

That's what I thought - any ideas?

 

[lbass]

Only you can define what differentiates a record that you would want to be be categorized as "1 (<=10hrs)" vs. "1 (<=24hrs)"--there must be some time calculation that distinguishes the two. Same would be true for the severity 2 calls.

-LB