{"id":3637,"date":"2013-07-07T11:24:16","date_gmt":"2013-07-07T09:24:16","guid":{"rendered":"http:\/\/contoso.se\/blog\/?p=3637"},"modified":"2013-07-07T11:24:16","modified_gmt":"2013-07-07T09:24:16","slug":"update-service-manager-sla-thresholds-with-orchestrator","status":"publish","type":"post","link":"https:\/\/contoso.se\/blog\/?p=3637","title":{"rendered":"Update Service Manager SLA thresholds with Orchestrator"},"content":{"rendered":"<p>From time to time I get the question if it is possible to pause a SLA in Service Manager. You should write your SLA in a way that you never have to think about pause them. For example if you have a SLA saying you will fix hardware issues in 8 hours, but your hardware vendor has agreement saying they will send you spare parts in\u00c2\u00a04 days, you need to re-write your SLA. Another example could be a SLA saying an incident will be resolved within 8 hours. If you are dependent on end-users that might be difficult to fulfill, instead write SLA based on first response.\u00c2\u00a0Why write a SLA that you can never fulfill?<\/p>\n<p>In this blog post I will show how to modify the SLA endtime with a runbook. This runbook dont pause the SLA, it just adds minutes to the TargetEndDate and the TargetWarningDate for incidents in a &#8220;Waiting for end-user&#8221; status.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"http:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA1.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium wp-image-3640\" alt=\"20130707_PauseSLA\" src=\"http:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA1-300x48.jpg\" width=\"300\" height=\"48\" srcset=\"https:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA1-300x48.jpg 300w, https:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA1.jpg 777w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<ul>\n<li>Monitor Date\/Time. The runbook trigger every 5 minutes<\/li>\n<li>Get Object. Gets all incidents in &#8220;Waiting for end-user&#8221; status<\/li>\n<li>Link. If there are more than one incident<\/li>\n<li>Get Relationship. Gets related Service Level Instance Time Information<\/li>\n<li>Get Object. Reads the Service Level Instance Time Information instance<\/li>\n<li>Format Date\/Time. Takes the current TargetEndDate as input and adds 5 minutes on Format Result output<\/li>\n<li>Format Date\/Time. Takes the current TargetWarningDate as input\u00c2\u00a0and adds 5 minutes on Format Result output<\/li>\n<li>Update Object. Updates the related Service Level Instance Time Information instance with new TargetEndDate and TargetWarningDate<\/li>\n<\/ul>\n<p><a href=\"http:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA02.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium wp-image-3641\" alt=\"20130707_PauseSLA02\" src=\"http:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA02-300x207.jpg\" width=\"300\" height=\"207\" srcset=\"https:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA02-300x207.jpg 300w, https:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/20130707_PauseSLA02.jpg 622w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>The result is that every 5 minutes when the incident is in &#8220;Waiting for end-user&#8221; state the runbook will add 5 minutes to both the SLA Warning time and the SLA End time. You can download my example file, <a href=\"http:\/\/contoso.se\/blog\/wp-content\/uploads\/2013\/07\/PauseSLA_wolf.zip\">PauseSLA_wolf<\/a>. Note that this is provided \u00e2\u20ac\u0153AS-IS\u00e2\u20ac\u009d with no warranties at all. This is not a production ready management pack or solution, just a idea and an example<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From time to time I get the question if it is possible to pause a SLA in Service Manager. You should write your SLA in a way that you never have to think about pause them. For example if you have a SLA saying you will fix hardware issues in 8 hours, but your hardware &hellip; <a href=\"https:\/\/contoso.se\/blog\/?p=3637\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[60,25],"tags":[],"_links":{"self":[{"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3637"}],"collection":[{"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3637"}],"version-history":[{"count":5,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3637\/revisions"}],"predecessor-version":[{"id":3646,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3637\/revisions\/3646"}],"wp:attachment":[{"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3637"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3637"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/contoso.se\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3637"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}