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extensions:sla-computation_2_0 [2018/12/19 11:40] (current)
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 +====== SLA with Coverage Windows ======
 +---- dataentry summary ----
 +name             : SLA with Coverage Windows
 +index_hidden ​    : no
 +version ​         : 2.0.2
 +release_dt ​      : 2014-12-18
 +description_wiki : SLA computation based on Coverage Windows for User Request and Incident
 +itop-versions ​   : 2.0.2
 +keyword_tags ​    : SLA, Coverage Windows, Ticket, Holidays
 +dependencies_s ​  : itop-service-mgmt or itop-service-mgmt-provider,​ itop-sla-computation
 +download_url ​    : http://​www.combodo.com/​itop-extensions/​sla-computation-2.0.2-60.zip
 +----
 +<note warning>​For iTop versions older than 2.0.2 use a previous version of this component</​note>​
 +
 +<​related_components>​Other versions of this component:</​related_components>​
 +
 +
 +This extension adds the capability to define Coverage Windows and Holidays in iTop and use them to compute //Service Level Agreements//​ (SLA) deadlines depending on the service and the coverage windows used in the customer contracts.
 +
 +
 +
 +===== Features =====
 +By default, SLA computation assumes that a given duration does not depend on the time it starts (i.e. computations are based on a 24x7 service).
 +
 +If you would like to compute SLA deadlines (TTO and TTR) depending on the customer/​service and the times at which your support teams are working, then you will have to implement Coverage windows.
 +
 +
 +This extension allows you to define:
 +  * Coverage windows (i.e. open hours within each day of the week)
 +  * Holidays (complete days which are closed for business, e.g. January 1st, May 1st...)
 +  * How the Coverage Windows and Holidays are related to each Ticket.
 +
 +Once the Holidays and Coverage Windows are created in the system, the TTO and TTR deadlines are computed according to the corresponding coverage windows and exclude the holidays.
 +
 +===== Revision History =====
 +^  Version ​ ^  Release Date  ^  Comments ​ ^
 +|  2.0.2  |  2014-12-18 ​ | Do not overwrite the value of '​coverage_oql'​ in the configuration file if the value was modified. |
 +|  2.0.1  |  2014-03-11 ​ | Integration of the German translation (thanks to ITOMIG GmbH |
 +|  2.0.0  |  2014-03-04 ​ | Offical release of the 2.0.0 version which requires iTop 2.0.2 or newer, but supports nice formatting (i.e. 19:45 instead of 19,75) for the times. If you need a version compatible with iTop 2.0.1 or older, use [[coverage_wondow_sla_computation|Coverage Window Sla Computation (legacy)]] |
 +
 +===== Limitations =====
 +Coverage Windows are defined as one single time frame per day (i.e. from 8h00 to 18h15). Defining a "lunch break" is not possible in this version of the extension.
 +
 +Hollidays are not taken into account if no coverage window has been defined (or if none applies to the ticket).
 +===== Requirements =====
 +
 +iTop 2.0.2 or newer.
 +
 +===== Installation =====
 +
 +  - Download the package: [[http://​www.combodo.com/​itop-extensions/​sla-computation-2.0.1.zip| sla-computation.zip]] and expand the 2 folders "​combodo-coverage-windows-computation",​ "​combodo-sla-computation"​ into the "​**extensions**"​ directory of iTop.
 +  - If you have already installed iTop, make sure that the configuration file ''​config-itop.php''​ in ''​conf/​production''​ is NOT read-only.
 +  - Point your web browser to ''<​nowiki>​http(s)://<​your_itop_root>/​setup</​nowiki>''​ and follow the wizard instructions. Make sure that you select the option to "​Upgrade an existing iTop instance":​ {{ :​extensions:​email-upgrade-screenshot1.png?​direct&​300 |}} {{ :​extensions:​email-upgrade-screenshot2.png?​direct&​300 |}}
 +  - Finally check the module "​Plug-in SLA computation with coverage windows for UserRequest and Incidents"​ in the list of extensions at the end of the interactive wizard. Then complete the installation.
 +
 +{{ :​extensions:​combodo-sla-computation-install-module.png?​direct&​300 |}}
 +===== Configuration =====
 +
 +Once the new module has been installed, the default configuration states that:
 +
 +  * The Coverage Window applicable to a Ticket is defined, for each Service, on the Customer Contract.
 +  * There is just one global list of Holidays. Any Holiday defined is applicable to any Ticket.
 + 
 +<code php>
 +        '​combodo-sla-computation'​ => array (
 +                '​coverage_oql'​ => '​SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :​this->​org_id AND l1.service_id = :​this->​service_id',​
 +                '​holidays_oql'​ => '​SELECT Holiday',​
 +        ),
 +
 +</​code>​
 +
 +You can adjust the configuration parameters if you want to use different rules.
 +
 +^ Parameter name ^ Description ^ Default Value ^
 +| coverage_oql | The OQL to retrieve the Coverage Window object to apply to a given ticket. If the query returns several Coverage Window objects, **only the first one** will be used. | ''<​nowiki>​SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :​this->​org_id AND l1.service_id = :​this->​service_id</​nowiki>''​|
 +| holidays_oql | The OQL to retrieve the Holiday objects to apply to a given ticket. **All** the Holidays returned by the query will be taken into account for the computation. | ''​SELECT Holiday''​ |
 +
 +
 +<note tip>The two OQL queries listed above are relative to a Ticket (the current ticket being processed). This means that all the placeholders ''<​nowiki>:​this->​xxx</​nowiki>''​ refer to the corresponding fields of the Ticket.</​note>​
 +
 +<note tip>
 +You can also change the display format of the TTO and TTR deadlines by modifying the configuration parameter **deadline_format** in ''​config-itop.php''​ with the following value:
 +
 +<code php>
 +        '​deadline_format'​ => '​$date$ ($difference$)',​
 +</​code>​
 +
 +This will display the deadline date and the delay from now to the dealine.</​note>​
 +
 +===== Usage =====
 +
 +==== Managing Coverage Windows =====
 +
 +The menu "​Coverage windows"​ in the module "​Service management"​ displays all coverage windows defined in iTop.
 +If none has been defined click on "​Create a new coverage window",​ otherwise click on "​Create"​ to create a new one.
 +
 +{{ :​extensions:​sla_coverage_window.png?​700 |}}
 +
 +<note tip>​Hours are defined with a 24 hours range. For instance:
 +  * 7:30 pm must be typed ''​19:​30''​
 +  * 6:45 am must be typed ''​06:​45''​
 +  * full time is specifed as the range ''​00:​00''​ to ''​24:​00''​
 +  * if you want a day to be off, specify ''​00:​00''​ to ''​00:​00''​
 +</​note>​
 +
 +==== Managing Holidays =====
 +
 +The menu "​Holidays"​ in the module "​Service management"​ displays all holidays defined in iTop.
 +If none has been defined click on "​Create a new holiday",​ otherwise click on "​Create"​ to create a new one.
 +
 +{{ :​extensions:​combodo-sla-computation-screnshot3.png?​200 |}}
 +
 +The Holiday Calendar allows you to group holidays (for example based on the country of your customers). This is a convenient way to simplify the queries required by a complex (multi-customer ​ / multi-country) environment.
 +
 +The OQL queries configured by default when installing the module do not use Holiday Calendars.
 +
 +==== Select coverage windows for a customer =====
 +
 +To change the coverage window of a customer contract, simply modify the contract and in the tab "​Services"​ select the appropriate coverage window required for each service:
 +
 +{{ :​extensions:​combodo-sla-computation-screnshot4.png?​800 |}}
 +
 +By default, if no coverage window is selected, the computation of deadlines will be done using a 24h*7 coverage window.
  
extensions/sla-computation_2_0.txt ยท Last modified: 2018/12/19 11:40 (external edit)

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