Is it possible to have a different SLO for different support groups?

Example:
Service Desk receives an IR at 8AM and an SLO is applied to it with 4 hours to resolve at 12PM. An analyst assigns the IR to them and sets the first response. After 3 hours of troubleshooting they determine that it needs to be sent to another support group.
The analyst clears their name from assigned to, and changes the support group. At this point the IR is calculated for the new support groups queue and a new SLO is applied extending the time for another 4 hours.
I have it down that it does apply a new SLO, but it does not extend the time for the next tier. If there is 1 hour left on the old SLO, it just adds the new SLO but says the new target end date is 1PM instead of 4PM. Am I not setting it up correctly?
I want the new SLO applied to the next support group to start at the time it was transferred to their group. 
I have queues, metrics, calendars, and SLOs all setup for each support group.  

Not sure that makes much sense, ITIL-wise. Then again, I am no ITIL-wizard. 
Also you should consider the potential performance impact. Depending on the number of different support groups (I guess you also take priority into considertion?) and how many active incidents in the CMDB you could be facing trouble.
Don't know about the technical implementation. Sounds about right though.
Cheers,
Anders Spælling
Senior Consultant
Blog:  
Twitter:   LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

Similar Messages

  • In RoboHelp 11 Responsive HTML5, is it possible to have 2 different language outputs in one generated output file?

    In RoboHelp 11 Responsive HTML5, is it possible to have 2 different language outputs in one generated output file, similar to WebHelp where the use can select the language from a drop-down list? In Webhelp output you could create multiple Content categories. Is there something similar with the responsive output, or am I forced to have a completely separate set of output files for each language (for example, English, Japanese, Chinese, Korean, and Arabic)?

    As Rick, mentions, there's no default way.
    Having said that, there's nothing stopping you from doing it yourself. You can add a kind of language selector to the layout and set that for every html5 output. With some JavaScript, you can have the user switch between your outputs. It would look like content categories, but you'll have build it yourself.

  • ChaRM - possible to have 2 different system landscapes in one project?

    Hi,
    can anyone tell me if it is possible to have 2 different system landscapes in one project. One landscape for developing and testing the Change Requests and another one for developing and testing the Bugfixes.
    Thanks,
    Martin

    As Rick, mentions, there's no default way.
    Having said that, there's nothing stopping you from doing it yourself. You can add a kind of language selector to the layout and set that for every html5 output. With some JavaScript, you can have the user switch between your outputs. It would look like content categories, but you'll have build it yourself.

  • Is it possible to have 2 different output config XML files and index the data into 2 endeca apps using the same indexing component ProductCatalogSimpleIndexingAdmin

    Hi ,
    We have a catalog that defines 2 types of products (they have too many different properties), so wanted to keep them on two different MDEX engines and serve the applications requests. Here DB catalog and front end ATG application is same for both the MDEX instances.
    Is it possible to have 2 different output config XML files and index the data into 2 endeca apps using the same indexing component ProductCatalogSimpleIndexingAdmin?
    Thanks
    Dev

    Hi, also have had some problem some monthes ago - I created separete component ProductCatalogSimpleIndexingAdminSecond. After that one of my colleage gave me some advice:
    The creating separate component like ProductCatalogSimpleIndexingAdmin for the second IOC is possible way for resolving your situation. But I afraid that this way will be required creating mane duplicates for already existed components.
    In my opinion the better way is the following:
    starting from AssemblerApplicationConfiguration and ApplicationConfiguration component. It contains details for connecting between ATG and Endeca. Of course you should configure different components for different Endeca Apps.
    After that:
    Find all components that uses AssemblerApplicationConfiguration and ApplicationConfiguration. Customize these components for using one or another  *Configuration component depending on what index works. (many variants released it: the most simple global custom component with flag.)
    Then customize the existed ProductCatalogSimpleIndexingAdmin. Using one or another IOC  and setting the flag in global custom component when index started. You can add some methods into your custom ProductCatalogSimpleIndexingAdmin like:
    Execute baseline index for both IOC (one by one)
    Execute baseline for IOC 1
    Execute baseline for IOC 2.
    Note: you should be afraid about incremental (partial) index in this configuration. But resolving conflicts in incremental index should be done after full implementation these changes.
    Regards

  • Is it possible to have 2 different library 1 for ipod and 1 for iphone ?

    Hi,
    I was wondering if it's possible to have 2 different library in itunes 1 for a ipod and 1 for a iphone.
    I'm using the same computer as my boyfriend to sync my iphone and his ipod and we absolutly don't listen to the same music so if i could have 1 library for my iphone and 1 for his ipod it would be best of bot world when we sync our iphone/ipod.

    Yes. Launch iTunes with the Shift key held down as needed, or use separate user accounts on the computer.
    (79774)

  • Is it possible to have two different DIO such as DIO 0 and DIO 8 to control 1 LED provided both DIOs are both true?

    is it possible to have two different DIO such as DIO 0 and DIO 8 to control 1 LED provided both DIOs are both true? If so, how do we connect the 2 IOs tothe LED? 

    Why use two DIO lines?  If they aren't doing anything else, just AND the signals in software and just use 1 output.
    There are only two ways to tell somebody thanks: Kudos and Marked Solutions
    Unofficial Forum Rules and Guidelines

  • Is it possible to have multiple different texts conversations with the same two people?

    In iOS 8.1.3 is it possible to have multiple different text conversations with the same person? I'm looking for a way to set an old conversation aside to talk about something new.
    Is this possible?

    speculation is agaisnt the ToS here, but you never know (I was shocked when we got 8 track recording in GB2)
    best thing to do is to send Apple some Feedback and let them know what features you want (they really do read what's sent):
    http://www.bulletsandbones.com/GB/GBFAQ.html#sendfeedback
    (Let the page FULLY load. The link to your answer is at the top of your screen)

  • HT1918 is it possible to have two different password within one iTunes account?  one to log in with and a different one to use when making a purchase?

    Is is possible to have two different passwords within itunes? one to log in with and a different one to make purchases with?

    The system is not setup to provide that kind of sservice.  If making certain purchases it does ask for an answer to one of your security questions, so that provides a little more security for some purchases, just not all.

  • Into a domain its possible to have 2 different realms?

    Hello,
    We have a server domain with two different realms.
    We have two application, each application have to login against its realm.
    One application logins again default realm --> it's working ok
    The other application logs to a new RDBMS realm --> it dons't work, it still login against default realm (we have used web.xml <realm-name> tag to select the new realm)
    Our doubts are the next:
    1) Into a domain its possible to have 2 different realms?
    2)How can we select a not dafault realm to login?

    Unfortunately, the ability of WebLogic to define multiple realms is a tease. Only the default one is active in WLS 8.1 and 9. I haven't checked 10 so maybe that's changed...
    Mike
    Weblogic/J2EE Security Blog: http://monduke.com

  • Is it possible to have two USB drives for the IPad?  I want to bring RAW photo files from my camera, through the IPad and back to an external hard drive.  One of my cameras does not use an SD card.  How can I do this?

    Is it possible to have two USB drives for the IPad?  I want to bring RAW files from my camera through the IPad and out to an external hard drive.  One of my cameras has an SD card but the other one doesn't have a card that would fit in any of the camera devices I've seen on line.  Realted to this, I bought the IPad camera accessory.  Can I put the SD card in the device and also hook the external hard drive to the USB port of the accessory and download from the camera to the hard drive?  Can I put Lightroom or the Nikon photo editing software on the IPad?  Right now I carry a PC laptop and external hard drives with me on wildernes trips.  Internet and WiFi are not available.  Because I shoot so many photos and they're in RAW I need to download from the camera to the external drive because I run out of memory on the PC (and it has much more memory than the IPad).  I have Nikon NX software and lightroom on my PC.  I'd love to be able to reduce the weight I carry by using the IPad to edit my photos each night while on trips.  Is this possible and how would I do it?  I'd appreciate any guidance.

    No, the camera connection kit only supports the copying of photos and videos to the Photos app, it doesn't support copying content off the iPad. For your second camera instead of the SD reader part of the kit, does the iPad to camera cable not work with it for direct transfer to the iPad ?
    For Lightroom and Nikon software again no - you can only install apps that are available in the iTunes app store on your computer and the App Store app on the iPad, 'normal' PC and Mac (OS X) software are not compatible with the iPad (iOS). There are some apps that perform fairly basic editing functions that are available in the store, but nothing as sophisticated as, for example, Lightroom.

  • Ist possible to havea ASN(Inbound Del) for schedule line?

    Dear Gurus,
    I am not having much knowledge about the inbound delivery... ist possible to have a inbound delivery for a Schedule line?
    Regards,
    Kumar

    HI,
    YES.. It is possible. check the below link and the pictorial representation
    http://help.sap.com/saphelp_47x200/helpdata/en/75/ee13e855c811d189900000e8322d00/frameset.htm
    in this check vendor confirmations -- Procurement Using Vendor Confirmations -
    Confirmations from Materials Planning Viewpoint -
    Influence of Confirmations on Materials Planning
    Inbound Data contains
    Document Header
    The general data relevant for the inbound delivery is stored in the document header. This data is valid for the entire document. This data may include:
    Goods receiving point
    Scheduling data (goods receipt date or delivery date, for example)
    Weights and volumes for the entire inbound delivery
    Vendor number
    Route
    Document Items
    In the items, you find data that applies to one particular item. This data may include:
    Material number
    Delivery quantity
    Plant and storage location specifications
    Putaway date
    Weights and volumes of the individual items
    Thanks & Regards,
    Kiran

  • In WM is it possible to have a TR's for Inbound and Outbound deliveries?

    Hi All,
    In WM is it possible to have a TR's for Inbound and Outbound deliveries?
    In WM is possible to create a TO without TR being created?
    Please let me know the configuration for the same!
    Thanks in advance,
    Kumar

    The delivery itself is treated as transport request, hence you cannot get an extra TR.
    Using LT01 with movement type 999 will create a TO without needing any TR.

  • Is it possible to have a permanent signature for texts?

    I s it possible to have a permenent message for text messages? I just got an iphone and can't figure it out. My old LG Chocolate had this feature.

    The iPhone doesn't have this feature.  Only available for email.
    If you haven't found this yet, iPhone iOS4 User Guide

  • Is it possible to have a window open for my library and the Itunes store so that I can toggle between the two?  I want to check my library before I purchase songs to make sure that I don't already own them.

    Is it possible to have a window open for my Itunes Library and Itunes store at the same time so that I can toggle back and forth between the two.  I want to check my library before I buy songs to make sure that I don't duplicate.
    Thanks!

    No.

  • Simple question! Is it possible to have a custom icon for an app part?

    Hi All
    Title says it all: is it possible to have a custom icon for an app part / client web part?
    It used to be straightforward with the previous dev tools, but the ImageUrl was typically to a hive folder (which is obviously out of bounds now).
    I've "Binged" with no joy. None of the samples I've seen have a custom icon.
    So - can it be done?
    Regards
    Nigel

    Hi Nigel,
    Updating the AppIcon.png in Napa
    You can upload a new AppIcon.png in into the /Images folder in the file tree in Napa:
    Updating the AppIcon.png in Visual Studio 20102
    You can update a new AppIcon.png in into the Images folder in your Visual Studio solution:
    Keith Tuomi | Twitter: @itgroove_keith | Blog:
    http://yalla.itgroove.net
    Please click "Propose As Answer" if a post solves your problem or "Vote As Helpful" if a post has been useful to you.

Maybe you are looking for