Notifying before SLA breaches

Notifying before SLA breaches

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This blog post assumes that you have already configured your Service Level Objectives. If you need a tutorial on that then please review SCSM 2012: Service Level Management

Now assuming you have setup your Service Level Objectives, it is very easy to notify the users before the SLA is breached.

Let’s assume you have the following SLO created for Incident Resolution Time as shown in the screen shot below:

In the above setup

  • if the Incident is not resolved in 30 minutes, it puts the SLA in the Breached State
    • Note: Out of the box Metrics->Resolution Time is defined as difference between created date and resolved date)
  • If the incident is not resolved within 20 minutes, it puts the SLA in the Warning State.

You can use this States on SLA to trigger notification.

This post shows how to configure the notification, when SLA is in the warning state, so we can notify the user of the imminent breach.

Step 1: Create a SLA Warning Notification Template

  • Navigate to Administration -> Templates
  • Click on Create E-Mail Template
  • Enter the name and description as shown
  • For the Target Class Select Service Level Instance Time Information
    • Note: After clicking browse on the class click on the drop down for All Basic Classes, search for “Service Level Instance Time Information” – as shown below in the screen shot

  • Enter the Management Pack to store the template
  • For Template Design you can enter the subject and message
  • In addition you can add tokens that gives details about the Incident
    • In the screenshot below I have shown how you can add the Incident ID

  • Save the template

Step 2: Create Notification Subscription

In this step you will create a notification subscription that uses the template created above.

  • Navigate to Administration ->Notifications->Subscriptions
  • Click on Create Subscription
  • Enter the Name and Description
  • Choose the trigger condition as “When an object of the selected class is updated”
  • For the Targeted Class use: Service Level Instance Time Information (same as the one in the Step above)

  • You can select specific Group / Queues if it applies in your case but I’ll skip it here and go to the Additional criteria
  • There are 2 tabs for the criteria – Changed From and Changed To
    • For Changed From specify the Status does not equal Warning as shown below

    • For Changed To specify Status equal Warning
    • You can specify additional criteria in the Changed To, for the parent work item, in this case incident as shown below – for example if you want to only notify if the Incident was categorized for Enterprise Applications

Note: The criteria on Parent Item in this case Incident can only be applied in the “Changed To” tab due to the system limitation.

  • For Template chose the template created in Step 1.

  • For the Recipient, you can add directly the users that are in your AD and in CMDB to be notified, but more interesting is the “Related Recipient”.
  • This is new in 2012 release. You can specify the recipients in context, i.e. Notifying the user that incident is assigned to, or primary owner etc..
  • You can navigate up to 4 levels, but in this case we need only one level up as shown below
  • The screen may look a little too overwhelming when you try to add a “Related Recipient”. The reason being we have to navigate all the relationships and present only user relationships.

You are done

Here is the example of the notification threshold for the one that I created above.

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  • Excellent article!!!

    Just what I was looking for

  • We tried to configure this on SCSM 2012 RC but as soon as we add a second criteria (as you described) the workflow does not start anymore. If we remove the second criteria, it works properly. But we need a second criteria (eg. category). Any ideas?

  • I have the same problem, it sends the email notification like it should if the only criteria in the "Change To" is the Service Level Instance Information Status.  However, as soon as I try to add a second criteria such as the Work Items Support Group it stops working.

  • This is a conformation from what I found myself. Wonder if you can skip the recipient part??

  • We have found an issue that we cannot support the "Category" criteria, so I have removed it from the post.

  • Hi,

    Thanks for the great article. Wonder if you can add Assigned User, Affected User, Incident Created Date, Incident Tier information to the email template?

  • How to generate the SLA report from SCSM 2012 to show the server availabilty with planned or unplanned down time ?

  • Dear Ketan,

    Under section "Step 2: Create Notification Subscription"

    You have stated "You can select specific Group / Queues if it applies in your case but I’ll skip it here and go to the Additional criteria".

    Once You Select "Service Level Instance Time information". No groups are available for Selection. So this becomes a generic subscription.

    The Impact of this: If I have 2 Different SLA's, I will get 2 Email notifications. As the trigger for Subscription is "Equal" to Warning which is not limited to any queue.

    Notification 1

    For the one which actually changed from: "not equal" to Warning.......Changed to: "Equal" to Warning.

    Notfication 2

    Where the changed from: "not equal" to Warning has still not changed to Warning as this SLA has higher time frame.

    Please point me in right direction.

    Regards,

    Lewis

  • In continuation to my Previous Post these are the Steps that I have performed

    Queue

    Name: SLA with Priority 1

    Criteria: Trouble Ticket with Priority 1

    Notification Template

    Calendar

    Metric

    Name: Metric for Incident of Priority 1

    Class: Incident

    Measurement: Start Date = Create Date, End Date = Resolve by

    SLO:

    Class = Incident

    Queue = SLA with Priority 1

    Metric = Metric for Incident of Priority 1

    Subscription has a problem as per my previous post....

    Please assist... Thanking you in advance.

    Regards,

    Lewis

  • Hi Ketan,

    I need to segregate notifications to managers based on the support group selected. I cannot choose the Incident queue because the target class on the subscription is Service Level Instance Time Information. I tried adding the [Work Item] combination class (incident support group) property and equaled it to a support group, but now the notification isnt going out at all.

    Do know how I can make this work?

    Many Thanks!

  • Having kind of the same issue as Zoeb. I need to send different e-mails to different people in case of Service Request SLA and Incident SLAs breaches. Since we're dealing with the SLA class in general, I'd need to select a group, but I can't seem to find a way to group the SLA objects, so it would show there. Any ideas on how to segregate that? I don't want to use the periodic check, since it uses a lot of CPU.

    Thank you

  • Fantastic This works great.  Did anyone findout how to add the support groups from the incident?  If I add the support group to the subscription the email doesn't go out.

  • @Zoeb and @Jose, select the specific class you want (Incident/SR), check the appropriate group/queue that applies to this specific SLO, and for criteria expand the Incident properties. All the way at the bottom there is one titled WORK ITEM HAS SERVICE LEVEL INSTANCE or something like that. Set that status to WARNING or BREACHED and the workflow will work.

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  • Excellent article. Is working very good to me. Just one question. I am trying to put inside the message body of the notification template, some additional fields, like assigned user or affected user. Unfortunately these fields are not available there. I tried to change class and to use another one who combines fields with SLA status and affected user, but with luck. Any idea how I can succeed that?