Retroactively updating measurement data

Some service outages occur because of factors out of the control of IT. The SLA with your customer does not hold you responsible for these outages. When such outages occur, you might want to change a missed metric or incident to a met one, to retroactively update some measurement data.

The service level manager or application administrator can modify measurement records to change the status of a service target from Missed to Met, or Unavailable to Available. Completed agreement compliance records recalculate to reflect the new status. Service level managers or application administrators use the Application Administration Console to update the measurement record.

If an incident or Key Performance Indicator (KPI) service has missed its service target goal or has fallen into an unavailable state, you can change the result of the measurement record. You can change a Missed service target into a Met service target or eliminate an unavailable state.

To update measurement data retroactively

1. From the Application Administration Console, choose Service Level Management > Configure Application Settings > Retroactive Update of Measurement Data.
2. Click Open to display the Modify Measurement Data form.
3. In Search mode, locate the records that you want to update by doing the following tasks:
   1. In the Goal Type field, select a goal type.
       A list of goals appears. The display names of the goals are set by your administrator and they can be any of the following types: Availability, CI Outage, Request-based, Performance-Monitoring, or Compliance-Only.
   2. In the Start Date field, enter a start date.
   3. In the End Date field, enter an end date.
   4. (Optional) In the Service Target Title field, enter the service target name.
   5. (Optional) In the Service Target ID field, enter the service target ID.
   6. (Optional) In the Record ID field, enter the record ID, such as the incident ID.
4. Click Search.
5. Select the measurement records that you want to change from a Missed status to a Met status or from Unavailable to Available.
6. Click Update Selected Records.
7. In the Measurement Annotation dialog box, enter the reason why the updates are occurring in the Notes field . This information is used as audit information.
    The following fields are read-only:
   • The Person field shows who is modifying the data.
   • The Date field displays the system generated date that the data is modified.
   • The Action shows the changed status value for the records that are being updated. In this example, the status is changed from Missed to Met.

8. Click OK to modify the measurement data. 

   Warning

   Note

   After the items are updated, the changes cannot be undone. The updated records no longer appear in the list of possible service targets that can be updated.