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IV93280: SLA ESCALATION WITH CALENDAR SENT EARLIER THAN EXPECTED.

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APAR status

  • Closed as program error.

Error description

  • SLA escalation with calendar sent earlier than expected.
    
    PERFORMANCE ISSUE
    No
    
    STEPS TO REPRODUCE:
    1. Go To -> Administration -> Calendars application.
    - Create following calendar record.
    
    Calendar: CAL1001
    
    Shift: S1001
    Days in Pattern: 7
    Start Day: Monday
    Monday to Friday: 08:30 to 17:00
    Saturday to Sunday: blank
    
    - Apply shift to calendar.
    
    2. Go To -> Administration -> Communication Template
    application.
    - Create 5 commtmplt for INCIDENT.
    
    1001 Commlog COMTMPLT 1 INCIDENT ALL ACTIVE
    1002 Commlog COMTMPLT 2 INCIDENT ALL ACTIVE
    1003 Commlog COMTMPLT 3 INCIDENT ALL ACTIVE
    1004 Commlog COMTMPLT 4 INCIDENT ALL ACTIVE
    1005 Commlog COMTMPLT 5 INCIDENT ALL ACTIVE
    
    3. Go To -> Service Level -> Service Level Agreements (SP)
    application.
    - Create following SLA record.
    
    SLA1001:
    
    Calculation Calendar
    Organization for Calc Calendar: PMSCIBM
    Calc Calendar: CAL1001
    Calc Shift: S1001
    
    1st escalation point: -2 HR from Target Resolution (Use
    commtmplt 1001)
    2nd escalation point: -1 HR from Target Resolution (Use
    commtmplt 1002)
    3rd escalation point: 0 HR on Target Resolution (Use commtmplt
    1003)
    4th escalation point: 2 HR after Target Resolution (Use
    commtmplt 1004)
    5th escalation point: 4 HR after Target Resolution (Use
    commtmplt 1005)
    
    4. Go To -> Service Desk -> Incident application.
    - Create 5 Incident records.
    - Reported date is on Friday so target resolution is next
    Monday (over the weekend)
    - In each Incident record, apply SLA SLA1001.
    
    Here is test result for each Incident record.
    
    Test 1: Test Incident SLA 1
    
    Report Date: 1/20/17 14:30:00 (Friday)
    Target Resolution: 1/23/17 10:00:00 (Monday)
    
    In commlog :-
    1/20/17 14:34:05 This is 5th email. <-- Wrong. Expected 1/23/17
    14:00:00, 4 HR after target resolution.
    1/20/17 16:34:11 This is 1st email. <-- Correct???
    1/20/17 16:34:13 This is 4th email. <-- Wrong. Expected 1/23/17
    12:00:00, 2 HR after target resolution.
    1/23/17 09:02:46 This is 2nd email. <-- Correct
    1/23/17 10:02:51 This is 3rd email. <-- Correct
    
    Test 2: Test Incident SLA 2
    
    Report Date: 1/20/17 15:30:00 (Friday)
    Target Resolution: 1/23/17 11:00:00 (Monday)
    
    In commlog :-
    1/20/17 15:34:08 This is 5th email. <-- Wrong. Expected 1/23/17
    15:00:00, 4 HR after target resolution.
    1/23/17 09:02:44 This is 1st email. <-- Correct
    1/23/17 10:02:50 This is 2nd email. <-- Correct
    1/23/17 11:02:53 This is 3rd email. <-- Correct
    1/23/17 13:02:58 This is 4th email. <-- Correct
    
    Test 3: Test Incident SLA 3
    
    Report Date: 1/20/17 16:30:00 (Friday)
    Target Resolution: 1/23/17 12:00:00 (Monday)
    
    In commlog :-
    1/20/17 16:34:15 This is 5th email. <-- Wrong. Expected 1/23/17
    16:00:00, 4 HR after target resolution.
    1/23/17 10:02:48 This is 1st email. <-- Correct
    1/23/17 11:02:51 This is 2nd email. <-- Correct
    1/23/17 12:02:54 This is 3rd email. <-- Correct
    1/23/17 14:03:01 This is 4th email. <-- Correct
    
    Test 4: Test Incident SLA 4
    
    Report Date: 1/20/17 17:00:00 (Friday)
    Target Resolution: 1/23/17 12:30:00 (Monday)
    
    In commlog :-
    1/20/17 17:04:12 This is 5th email. <-- Wrong. Expected 1/23/17
    16:30:00, 4 HR after target resolution.
    1/23/17 10:32:49 This is 1st email. <-- Correct
    1/23/17 11:32:53 This is 2nd email. <-- Correct
    1/23/17 12:32:56 This is 3rd email. <-- Correct
    1/23/17 14:33:03 This is 4th email. <-- Correct
    
    Test 5: Test Incident SLA 5
    
    Report Date: 1/20/17 17:30:00 (Friday)
    Target Resolution: 1/23/17 12:30:00 (Monday)
    
    In commlog :-
    1/20/17 17:04:14 This is 5th email. <-- Wrong. Expected 1/23/17
    16:30:00, 4 HR after target resolution.
    1/23/17 10:32:51 This is 1st email. <-- Correct
    1/23/17 11:32:54 This is 2nd email. <-- Correct
    1/23/17 12:32:58 This is 3rd email. <-- Correct
    1/23/17 14:33:05 This is 4th email. <-- Correct
    
    CURRENT ERRONEOUS RESULT:
    Escalation send email earlier than expected and gives
    unexpected result.
    
    EXPECTED RESULT:
    Escalation send email as per escalation point configuration and
    calculate the correct target resolution.
    
    ADDITIONAL INFO:
    N/A
    
    ENVIRONMENT:
    - ICD 7.6.0.1 with Tpae 7.6.0.3
    - ICD 7.6.0.1 with Tpae 7.6.0.3 (with Tpae
    7.6.0.3-IFIX20161213-1147 IFIX)
    

Local fix

  • N/A
    

Problem summary

  • ****************************************************************
    * USERS AFFECTED:                                              *
    * All Maximo Users                                             *
    ****************************************************************
    * PROBLEM DESCRIPTION:                                         *
    * SLA escalation with calendar sent earlier than expected.     *
    ****************************************************************
    * RECOMMENDATION:                                              *
    * Upgrade to latest release                                    *
    ****************************************************************
    STEPS TO REPRODUCE:
    1. Go To -> Administration -> Calendars application.
    - Create following calendar record.
    Calendar: CAL1001
    Shift: S1001
    Days in Pattern: 7
    Start Day: Monday
    Monday to Friday: 08:30 to 17:00
    Saturday to Sunday: blank
    
    - Apply shift to calendar.
    
    2. Go To -> Administration -> Communication Template
    application.
    - Create 5 commtmplt for INCIDENT.
    Description: COMTMPLT 1
    Applies To: INCIDEDNT
    Comm Log entry?: Y
    Send From: <your email address>
    Subject: COMTMPLT 1 for :ticketid
    Message: Time sent: :&DATETIME& - Response Time:
    :slarecords.responsedate
    
    Repeat for COMTMPLT 2 - COMTMPLT 5
    
    3. Go To -> Service Level -> Service Level Agreements
    application.
    - Create following SLA record.
    SLA: SLA1001
    Applies To: INCIDENT
    Calculation Calendar Organization: EAGLENA
    Calculation Calendar Calendar: CAL1001
    Calculation Calendar Shift: S1001
    Additional SLA Criteria Commitments - Add one Line:
    Type: RESPONSE
    Value: 4.00
    Unit of Measure: HOURS
    Define Escalation Points:
    1st escalation point: -2 HR from RESPONSEDATE (Add Notification
    COMMTMPLT 1)
    2nd escalation point: -1 HR from RESPONSEDATE (Add Notification
    COMMTMPLT 2)
    3rd escalation point: 0 HR on RESPONSEDATE (Add Notification
    COMMTMPLT 3)
    4th escalation point: 2 HR after RESPONSEDATE (Add Notification
    COMMTMPLT 4)
    5th escalation point: 4 HR after RESPONSEDATE (Add Notification
    COMMTMPLT 5)
    
    4. Go To -> Service Desk -> Incident application.
    - Create 5 Incident records.
    - Reported date is on Friday so target start is next Monday
    (over the weekend)
    - In each Incident record, apply SLA SLA1001.
    
    Here is test result for each Incident record.
    
    Test 1: Test Incident SLA 1
    Reported Date: 1/20/17 14:30:00 (Friday)
    Target Start: 1/23/17 10:00:00 (Monday)
    In commlog :-
    1/20/17 14:34:05 This is 5th email. <-- Wrong. Expected 1/23/17
    14:00:00, 4 HR after target start.
    1/20/17 16:34:11 This is 1st email. <-- Correct
    1/20/17 16:34:13 This is 4th email. <-- Wrong. Expected 1/23/17
    12:00:00, 2 HR after target start.
    1/23/17 09:02:46 This is 2nd email. <-- Correct
    1/23/17 10:02:51 This is 3rd email. <-- Correct
    
    Test 2: Test Incident SLA 2
    Report Date: 1/20/17 15:30:00 (Friday)
    Target Start: 1/23/17 11:00:00 (Monday)
    In commlog :-
    1/20/17 15:34:08 This is 5th email. <-- Wrong. Expected 1/23/17
    15:00:00, 4 HR after target start.
    1/23/17 09:02:44 This is 1st email. <-- Correct
    1/23/17 10:02:50 This is 2nd email. <-- Correct
    1/23/17 11:02:53 This is 3rd email. <-- Correct
    1/23/17 13:02:58 This is 4th email. <-- Correct
    
    Test 3: Test Incident SLA 3
    Report Date: 1/20/17 16:30:00 (Friday)
    Target Start: 1/23/17 12:00:00 (Monday)
    In commlog :-
    1/20/17 16:34:15 This is 5th email. <-- Wrong. Expected 1/23/17
    16:00:00, 4 HR after target start.
    1/23/17 10:02:48 This is 1st email. <-- Correct
    1/23/17 11:02:51 This is 2nd email. <-- Correct
    1/23/17 12:02:54 This is 3rd email. <-- Correct
    1/23/17 14:03:01 This is 4th email. <-- Correct
    
    Test 4: Test Incident SLA 4
    Report Date: 1/20/17 17:00:00 (Friday)
    Target Start: 1/23/17 12:30:00 (Monday)
    In commlog :-
    1/20/17 17:04:12 This is 5th email. <-- Wrong. Expected 1/23/17
    16:30:00, 4 HR after target start.
    1/23/17 10:32:49 This is 1st email. <-- Correct
    1/23/17 11:32:53 This is 2nd email. <-- Correct
    1/23/17 12:32:56 This is 3rd email. <-- Correct
    1/23/17 14:33:03 This is 4th email. <-- Correct
    
    Test 5: Test Incident SLA 5
    Report Date: 1/20/17 17:30:00 (Friday)
    Target Start: 1/23/17 12:30:00 (Monday)
    In commlog :-
    1/20/17 17:04:14 This is 5th email. <-- Wrong. Expected 1/23/17
    16:30:00, 4 HR after target start.
    1/23/17 10:32:51 This is 1st email. <-- Correct
    1/23/17 11:32:54 This is 2nd email. <-- Correct
    1/23/17 12:32:58 This is 3rd email. <-- Correct
    1/23/17 14:33:05 This is 4th email. <-- Correct
    
    CURRENT ERRONEOUS RESULT:
    Escalation sends email earlier than expected and gives
    unexpected result.
    
    EXPECTED RESULT:
    Escalation sends email as per escalation point configuration and
    calculate the correct target start.
    

Problem conclusion

  • Escalation sends email as per SLA escalation point
    configuration.
    
    The fix for this APAR is contained in the following maintenance
    package:
    	 | release\fix pack | Fix Pack Release 7.6.0.8 TPAE
    

Temporary fix

Comments

APAR Information

  • APAR number

    IV93280

  • Reported component name

    ADMINISTRATION

  • Reported component ID

    5724R46A1

  • Reported release

    760

  • Status

    CLOSED PER

  • PE

    NoPE

  • HIPER

    NoHIPER

  • Special Attention

    NoSpecatt / Xsystem

  • Submitted date

    2017-02-09

  • Closed date

    2017-03-08

  • Last modified date

    2017-03-08

  • APAR is sysrouted FROM one or more of the following:

  • APAR is sysrouted TO one or more of the following:

Modules/Macros

  • MAXIMO
    

Fix information

  • Fixed component name

    ADMINISTRATION

  • Fixed component ID

    5724R46A1

Applicable component levels

  • R760 PSY

       UP

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Document Information

Modified date:
08 March 2017