0001916: Define working days and start/end of working day for service level. - SiT! Bugs

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ID

Project

Category

View Status

Date Submitted

Last Update

0001916

SiT!

SLAs

public

2014-02-10 11:47

2014-02-13 10:29

Reporter

Frans

Assigned To

Priority

normal

Severity

feature

Reproducibility

N/A

Status

acknowledged

Resolution

open

Platform

Windows

OS

Windows Server

OS Version

2000+Later

Product Version

3.67 LTS

Target Version

Fixed in Version

Summary

0001916: Define working days and start/end of working day for service level.

Description

SiT! has the posibility to define working days and start/end of working day.
This works fine when it applies to all customers.
Now we have the situation that we have customers in different countries (south America)
and they have differences in working days/hours.
We also have different contract agreements with the customers.
For one part we have: the "service levels".
By the way: I redefined this to "type of contract" (but in spanish).
The best example of a special "contract agreement" is 24/7.
Service garanteed for 24 hours a day 7 days a week.
In this case the calculation of SLA fails completely.
So the proposal is to define the working days and working hours
at the level of the contract or the "service levels".
My first idea was to link it to the customer (=site), but this
does not cover the situation that this customer has two different
contracts one with normal workhours other 24/7.
So the best solution is to define it in the "service level".
The proposal is to add three fields:
- working days
- start of working day
- end of working day
to the service levels.
That is the easy part.
The most difficult will be to change all the calculation to use these new definitions.

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Notes
(0004905) paulh (administrator) 2014-02-10 19:36	Hi Frans, I agree this would be useful though is a significant change and previous attempts to modify how durations are counted which don't fit into a straightforward formula have resulted in significant performance impacts on moderately large systems. I agree we should aspire to this though we need to be careful

(0004907) Frans (reporter) 2014-02-12 20:02	I suppose the performance impact is due to the calculation/recalculation in the tables of the dashboard. Maybe this information should be stored in a database table to avoid recalculation. Another related issue: the holidays of one customer may not be same as other customers because they are in another country !

(0004911) ivan (administrator) 2014-02-13 10:29	I think this is a very unusual and special case. The working day settings are intended to apply to the organisation who is providing the support not to the organisation you are providing support to. While I understand the issue I don't think addressing this is something that would benefit a lot of people.

Issue History
Date Modified	Username	Field	Change
2014-02-10 11:47	Frans	New Issue
2014-02-10 19:36	paulh	Note Added: 0004905
2014-02-10 19:36	paulh	Status	new => acknowledged
2014-02-12 20:02	Frans	Note Added: 0004907
2014-02-13 10:29	ivan	Note Added: 0004911

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