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  • Latest Post - ‏2016-01-14T10:33:06Z by ChrisBPD
tivoli-i lov it
tivoli-i lov it
89 Posts

Pinned topic when internal priority changes, sla is not changing automatically

‏2011-06-24T08:49:45Z |
Hi,

I'm using TSRM 7.2.1 for incident management.

we have 4 SLAs defined for each internal priority.

Consider for a priority 4 incident , priority 4 sla has beed applied and according to that TARGET START and TARGET FINISH dates populated.

If the internal priority has been changed say priority 3, still the TARGET START and TARGET FINISH dates remains the same unless manually doing the APPLY SLA.

Please help me in resolving the issue.

Thanks in advance.
Updated on 2011-06-25T14:34:28Z at 2011-06-25T14:34:28Z by Foka
  • haniffa
    haniffa
    56 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2011-06-24T11:00:19Z  
    Hi,

    Maximo OOB would not change the SLA if the priority changes as SLAs can be based on any data, not just the priority.

    Either we have to manually re apply the SLA from select action, or write a field validation on internal priority to automatically apply the sla whenever the priority changes.
  • tivoli-i lov it
    tivoli-i lov it
    89 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2011-06-24T12:11:16Z  
    • haniffa
    • ‏2011-06-24T11:00:19Z
    Hi,

    Maximo OOB would not change the SLA if the priority changes as SLAs can be based on any data, not just the priority.

    Either we have to manually re apply the SLA from select action, or write a field validation on internal priority to automatically apply the sla whenever the priority changes.
    Hi

    Thanks for your response.

    Currently we are manually reapplying the SLA.

    As you mentioned how to validate the priority change and reapply the sla. Is it through workflow?

    Please explain.

    Thanks in advance
  • haniffa
    haniffa
    56 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2011-06-24T14:49:00Z  
    Hi

    Thanks for your response.

    Currently we are manually reapplying the SLA.

    As you mentioned how to validate the priority change and reapply the sla. Is it through workflow?

    Please explain.

    Thanks in advance
    Hi,

    Better solution would be overriding save method and re apply the sla if priority changes upon saving the record.
  • Foka
    Foka
    19 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2011-06-25T14:34:28Z  
    Hi

    Thanks for your response.

    Currently we are manually reapplying the SLA.

    As you mentioned how to validate the priority change and reapply the sla. Is it through workflow?

    Please explain.

    Thanks in advance
    Yes, you need to override the save button for a workflow. In the workflow, you need to put the applysla action.

    IBMer TSRM Specialist
    "All the problems of the world could be settled easily if men were only willing to think"
  • P.Heath
    P.Heath
    218 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2013-10-22T14:15:53Z  

    Hi all,

    I'm writing an automation script to re-apply the sla if priority changes on a ticket.

    Here's what I have so far... but it only returns a java.lang.NullPointerException.

    from psdi.app.sla import SLAFinder
    slaFinder = SLAFinder(mbo)
    slaFinder.applySLAs()
    

    Manually selecting apply SLA action works fine though.

    Please help (I'm not a java programmer.)

    SCCD 7.5.1

     

  • P.Heath
    P.Heath
    218 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2013-10-24T12:54:26Z  
    • P.Heath
    • ‏2013-10-22T14:15:53Z

    Hi all,

    I'm writing an automation script to re-apply the sla if priority changes on a ticket.

    Here's what I have so far... but it only returns a java.lang.NullPointerException.

    <pre dir="ltr">from psdi.app.sla import SLAFinder slaFinder = SLAFinder(mbo) slaFinder.applySLAs() </pre>

    Manually selecting apply SLA action works fine though.

    Please help (I'm not a java programmer.)

    SCCD 7.5.1

     

    No one?

  • pmu
    pmu
    2 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2014-04-07T17:19:20Z  
    • P.Heath
    • ‏2013-10-24T12:54:26Z

    No one?

    Did you find the way/solution?

  • P.Heath
    P.Heath
    218 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2014-04-08T15:39:44Z  
    • pmu
    • ‏2014-04-07T17:19:20Z

    Did you find the way/solution?

    
    
    Try this from an Object launch point:
    
    
    from psdi.app.ticket import TicketSet                                
    from psdi.app.sla import SLARecordsSet                                
                                                                            
    ticketSet = mbo.getMboSet("TICKET")                                   
    slaRecords = mbo.getMboSet("SLARECORDS")                               
    
    ticketSet.save()                                                      
    slaRecords.applySLA()                                                  
    slaRecords.save()
    ticketSet.save()
    
  • pmu
    pmu
    2 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2014-04-08T17:28:10Z  
    • P.Heath
    • ‏2014-04-08T15:39:44Z
    <pre dir="ltr" style="font-size: 12px;white-space: -moz-pre-wrap;white-space: -pre-wrap;white-space: -o-pre-wrap;white-space: pre-wrap;word-wrap: break-word;"> Try this from an Object launch point: from psdi.app.ticket import TicketSet from psdi.app.sla import SLARecordsSet ticketSet = mbo.getMboSet("TICKET") slaRecords = mbo.getMboSet("SLARECORDS") ticketSet.save() slaRecords.applySLA() slaRecords.save() ticketSet.save() </pre>

    Thanks, this certainly helps. I still have one problem. For some reason target dates(target start and target finish) don't get updated now. If I just do this:

    slaRecords = mbo.getMboSet("SLARECORDS")                                                                        
    slaRecords.applySLA() 

     

    then the target dates get updated, but with old input values from the DB -> wrong SLAs. If I save as you suggested above, then I do get the right SLAs, but the target dates don't get updated...                                    

     

  • P.Heath
    P.Heath
    218 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2014-04-09T07:27:27Z  
    • pmu
    • ‏2014-04-08T17:28:10Z

    Thanks, this certainly helps. I still have one problem. For some reason target dates(target start and target finish) don't get updated now. If I just do this:

    slaRecords = mbo.getMboSet("SLARECORDS")                                                                        
    slaRecords.applySLA() 

     

    then the target dates get updated, but with old input values from the DB -> wrong SLAs. If I save as you suggested above, then I do get the right SLAs, but the target dates don't get updated...                                    

     

    I know, weird right? You can always open a PMR with IBM but I don't know if they help with scripting.

    Good luck.

  • kygan
    kygan
    20 Posts

    Re: when internal priority changes, sla is not changing automatically

    ‏2014-05-28T06:52:19Z  
    • P.Heath
    • ‏2014-04-09T07:27:27Z

    I know, weird right? You can always open a PMR with IBM but I don't know if they help with scripting.

    Good luck.

    Hi, I'm having the similar issue, I need to apply SLA once the ticket been created. I script as above suggested, but it doesn't store in target date.

    Any solution for this?

    Thanks in advanced.