Prioritizing incident requests based on service targets
Before you begin
- Create service targets from the Service Targets tab of the Service Level Management Console in Mid Tier.
For more information, see Creating-service-targets. - Relate a CI to the task for an incident in BMC Helix Telco Extensions.
For more information, see Adding-configuration-items-to-tasks.
To view service targets related to an incident
In BMC Helix Telco Extensions, from Console > Ticket Console, open an existing incident. The SLA progress bar is displayed at the top of the incident with the related service targets.
The SLA bar displays the following colors:
- When SLA is breached, it is displayed in red.
- When SLA is in warning condition, it is displayed in orange.
- When SLA is not breached, it is displayed in green.
Incident status on the SLA progress bar
In most cases, when an incident is moved to the In Progress state, the clock begins ticking against the SLA. As time against the SLA begins to accrue, the SLA progress bar fills from left to right and, as it progresses, it can change color from green to red. When the bar is green, the incident is tracking well against the SLA; red tells you that an SLA threshold is approaching or that a threshold was breached; orange tells you that the incident is in a warning state. The SLA bar movement stops when all the SLAs are paused or when all the SLAs are met. The text that is displayed at the right side of the bar gives information about the next SLA.
The message to the left of the SLA progress bar displays the status of the incident: In Progress, Pending, Resolved, and so on. The message to the right of the progress bar tells you how much time is remaining until the next SLA is due.
Multiple SLAs
If there are multiple service level agreements that apply to an incident, the color of the SLA bar is displayed based on the worst case scenario. For example, if any of the previous SLAs is breached, the SLA bar remains red for the remaining SLAs. The overall SLA bar color indicates the overall SLA status. If there are multiple SLAs, where some are in Pending status and some are in In Progress status, you can click the milestone, which opens a bar with information about the statuses of all SLAs. The SLA bar stops moving when any of the exclude conditions or stop conditions are met for all the SLAs.
If there are multiple SLAs and they are in Pending status, the SLA bar shows that the incident is in warning state.
SLA progress bar for an incident that is in Pending state
Depending on the needs of your system, some SLAs can be configured to pause the clock if the incident is placed in the Pending state. Other pending incidents might keep the clock running.
When you move an incident to the Pending state, the system performs the following actions on the SLA progress bar:
- Changes the status message to Pending.
- If the SLA pauses the clock when it's put into a Pending state, it marks the SLA target as paused.
- If multiple SLAs are associated with the incident, some of which pause the clock while others keep the clock running, it shows you which SLAs are paused while continuing to count time against the SLAs that keep the clock running.
Actions on the SLA bar when you close or cancel an incident
When you move an incident to the Closed or Cancelled state, the system performs the following actions on the SLA progress bar:
- The SLA bar disappears if the Status of the incident is moved to Cancelled.
- The SLA bar is stopped if the Status of the incident is moved to Closed.
- The system updates the time remaining message to show how much time was left against the SLA when you closed or cancelled the incident. For example, if you needed to close the incident by 2:00 P.M. and you close it at 1:40 P.M., the SLA progress bar shows that you closed the incident 20 minutes early.