Completing a Top-Impact Request
Assume that you managed to implement the workaround of problem #221 and that you looked at the log files to determine that the issue started about 2 hours ago and lasted up until about 2 minutes ago.
Complete the request by selecting the appropriate status, specifying 30 minutes in the Time spent field, selecting a completion reason, filling out the Downtime start and Downtime end fields, and indicating in the Note field that the suggested workaround was successfully implemented.
Try using your arrow keys in the date fields. When a date field is empty, you can quickly fill out today's date by pressing the down-arrow key (↓). Note that if you enter the letter 'p' at the end of a time, the application knows that you mean 'pm'. You can also enter only an 'a' for 'am'.
Review the information of the affected SLA that is linked request #704610. This is the Standard Expense Reporting for Widget Europe SLA.
Questions:
Was the actual resolution duration calculated correctly?
In the affected SLA you will see the Started field. This field indicates the start of the actual resolution duration. The Actual resolution field specifies the end of the actual resolution duration, which was the moment you saved the request with the status “Completed”. When 4me calculates the actual resolution duration, it ensures that only the support hours are taken into account. In addition, it ensures that the support hours during which the clock was stopped are subtracted from the result.
Note that in the service offering that is related to the SLA, the support hours for the impact “Top – Service Down for Several Users” are “24×6 (Monday through Saturday)”.
Was the downtime duration calculated correctly?
The downtime duration is calculated in a slightly different fashion. The Downtime start field indicates the start of the downtime duration. The Downtime end field specifies the end of the downtime duration. When 4me calculates the downtime duration, it ensures that only the service hours, rather than the support hours, are taken into account. The clock stopped duration is not subtracted from the result of this calculation to ensure downtime duration reflects the actual outage period in service hours.
The following video provides an overview of the exercise: