Service Level Management was a major investment area for us in System Center 2012. The functionality we had in SCSM 2010 was very limited. You could really only track the resolution time of incidents. Even then you could only set target resolution times based on the priority of the incident. It wasn’t possible to define different service levels for different services, classifications, affected devices, affected users,etc. We didn’t have support for business hours or holidays. It was near impossible to set up notifications or trigger workflows when an incident breached its target resolution time or when it was about to breach. We’ve addressed each of those limitations and added a lot more capabilities in this area in SCSM 2012.
I was going to write up a blog post on how it all works, but why do that when one of our community members, Rodney Buike, has already done a great job. Please check out his series of blog posts on the topic:
Thanks for writing these up Rodney!
Is there a method to stop the SLA clock with incidents? Currently we have a customised report to calculate SLA breaches based on the status (i.e. whether they were "Pending Further Information" at any point and for how long). But this doesn't match view the analyst sees so incidents that haven't, according to our agreed SLAs breached appear to have done so.
There is an issue on the 3rd part. I have stated Rodney as a comment.
"I think you should have chosen Incident class instead of Service Level Time Info when creating Notification template. Otherwise you cannot choose Unassigned Incidents Queue. This is critical because when you try to create another SLO for Resolution Time for instance, they will have both same criterias (status=warning) thus you will receive the same warning messages."
Except Rodney is wrong because you cannot select the SLA status when the incident class is targeted like in 2010.
I agree with @ ozge, as i m facing the same problem after i followed the articles.
I have 2 SLA's defined for different intervals and both having a different notification template but both having the same criterias (status=warning).
So when 1st SLA status is changed from "not equal to warning" to "equal to warning". It sends out 2 notification email, as both the notifications are configured to look at the "Service Level Time Info" as their criteria.