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SD4.5 SLA

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FenchurchLow
Outstanding Contributor.

SD4.5 SLA

hi experts,

i need some lights on slm.
i have created 4 SC with same SLA and same service level.
one SC being picked up and closed has passed the deadline.
the rest is not picked up yet and not overdue yet.
when i did pre-run for analyed performance, the result is shown in the attachment
what i don't understand is Calls over duration and Calls passed deadline are empty.

kindly advise on this.

thanks alot.
1 REPLY
Radovan Skolnik
Acclaimed Contributor.

Re: SD4.5 SLA

There can be various reasons:

1. You can set up metric so ServiceCall or Incidents or both affect it. Do you have that correct?
2. In metric, minimal Impact code is set that has to be met by SCs/Incidents. Does your SC qualify?
3. In metric (pre)calculation only those SCs/Incidents are taken into account that have the SLA's Service set to them. Does yours have it set?

Best regards

Radovan