基于工作时段的SLA

名称：基于工作时段的SLA

描述：计算纳入账号服务工作时段和节假日的SLA

版本:2.1.12

发布:2018-12-19

itop-version-min：2.0.2

依赖项：itop-service-mgmt or itop-service-mgmt-provider, itop-sla-computation

代码：combodo-sla-considering-business-hours

下载：https://store.itophub.io/en_US/products/combodo-sla-considering-business-hours

备用名称：具有覆盖Windows的SLA

兼容性问题：对于低于2.4.0的iTop版本，存在一个特殊安装升级流程.

对于早于2.0.2的iTop版本，请使用此组件的以前的版本

该组件的其他版本：1.0, 2.0.2 

此扩展添加了能力，以在iTop中定义Coverage Windows和Holidays，并使用它们来计算服务上的服务级别协议（SLA）截止期限依赖和客户合同中使用的Coverage窗口。

与2.0.x版本相比，此新版本增加了每天任意数量的开放时间间隔的支持。

特征

默认情况下，SLA计算假定给定的持续时间不依赖于其开始的时间（即，计算基于24×7服务）。

如果要计算客户服务的SLA截止日期（TTO和TTR）依赖以及支持团队的工作时间，则必须实现Coverage窗口。

此扩展允许您定义：

• 覆盖时间窗口（即一周中每天的开放时间），可能与一天的间隔时间相同（即午餐时段）
• 假期（业务为已关闭的完整天，例如1月1日，5月1日…）
• Coverage Windows和Holidays与每个工单的关系。

一旦在系统中创建了“假期和覆盖范围”窗口，便会根据相应的覆盖范围窗口来计算TTO和TTR截止期限，并排除假期。

在模块安装过程中，从Coverage Windows先前格式的转换是自动的。

修订记录

局限性

如果未定义工作时段（或没有适用于工单），则假日不计入账号。

要求

iTop 2.0.2或更高版本。

安装和升级

• 下载软件包：并将zip文件夹的内容扩展到iTop的“扩展”目录中。

兼容性问题：对于低于2.4.0的iTop版本，存在一个特殊安装升级流程#itop_before_240.

• 如果您已经安装了iTop，请确保conf/production中的配置文件config-itop.php不是只读的。
• 将您的Web浏览器指向http（s）::: <your_itop_root >>setup，然后按照向导的说明进行操作。确保选择“升级现有iTop实例”选项：

• 最后，在交互式向导的末尾，检查扩展列表中的模块“具有针对用户请求和事件的覆盖窗口的插入式SLA计算”。然后完成安装。

配置

安装新模块后，默认的配置指出：

• 在客户合同上为每个服务定义了适用于工单的工作时段。
• 全球只有一份假期清单。定义的任何假​​期均适用于任何工单。

    'combodo-sla-computation' =>  (
                'coverage_oql' => 'SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :this->org_id AND l1.service_id = :this->service_id',
                'holidays_oql' => 'SELECT Holiday',
        ),

如果要使用其他规则，则可以调整参数配置。

上面列出的两个OQL查询是相对于工单（正在处理的当前工单）而言的。这意味着所有占位符：this-> xxx均引用工单的相应字段。

您还可以通过使用以下价值修改config-itop.php中的配置参数时限_format来变更和TTO和TTR截止日期的显示格式：

 'deadline_format' => '$date$ ($difference$)',

这将显示时限的日期以及从现在到交易的延迟时间。

用法

管理Coverage Windows

模块“服务管理”中的菜单“覆盖范围窗口”显示iTop中定义的所有覆盖范围窗口。如果尚未定义，请单击“创建新的工作时段”，否则单击“创建”以创建新的。

给定“工作时段”对象的开放时间表示为一周中每一天的一组时间间隔。蓝色间隔以外的区域被视为“非工作时间”。

间隔直接在页面底部的日历中进行编辑：

• 单击并拖动到空白区域以创建新的间隔
• 拖动间隔底部的手柄以调整其持续时间
• 将时间间隔拖到其开始时间变更
• 在间隔内单击以打开对话框以编辑间隔的属性

单击间隔时，将显示以下对话框：

单击“删除间隔”以从工作时段完全删除间隔。

仅在单击“应用”按钮时才应用对间隔的所有修改，以将修改整体提交给工作时段对象。

管理假期

模块“服务管理”中的菜单“假期”显示iTop中定义的所有假期。如果尚未定义，请单击“创建新假期”，否则单击“创建”以创建一个新假期。

放假日历允许您将假期分组（例如，根据客户所在的国家/地区）。这是简化复杂的（多客户多国家/地区）环境所需查询的便捷方法。

安装模块时默认配置的OQL查询不使用“假日日历”，而是使用“假日”。

选择客户的覆盖范围窗口

要对客户合同的工作时段进行变更，只需修改合同并在“服务”选项卡中选择每个工作时段所需的适当工作时段：

默认情况下，如果未选择工作时段，则期限的计算将使用24h * 7工作时段完成。

原文：https://www.itophub.io/wiki/page?id=extensions%3Asla-computation

SLA considering business hours

name:

SLA considering business hours

description:

Compute SLAs taking into account service coverage window and holidays

version:

2.1.12

release:

2018-12-19

itop-version-min:

2.0.2

dependencies:

itop-service-mgmt or itop-service-mgmt-provider, itop-sla-computation

code:

combodo-sla-considering-business-hours

download:

https://store.itophub.io/en_US/products/combodo-sla-considering-business-hours

alternate-name:

SLA with Coverage Windows

Compatibility issue: for iTop version lower than 2.4.0, there is a special installation/upgrade process.

For iTop versions older than 2.0.2 use a previous version of this component

Other versions of this component: 1.0, 2.0.2

This extension adds the capability to define Coverage Windows and Holidays in iTop and use them to compute Service Level Agreements (SLA) deadlines depending on the service and the coverage windows used in the customer contracts.

Compared to the 2.0.x version(s) this new version adds the support of an arbitrary number of open hours intervals per day.

Features

By default, SLA computation assumes that a given duration does not depend on the time it starts (i.e. computations are based on a 24×7 service).

If you would like to compute SLA deadlines (TTO and TTR) depending on the customer/service and the times at which your support teams are working, then you will have to implement Coverage windows.

This extension allows you to define:

• Coverage windows (i.e. open hours within each day of the week), possibly as several intervals with the day (i.e. integrate a lunch break)

• Holidays (complete days which are closed for business, e.g. January 1st, May 1st…)

• How the Coverage Windows and Holidays are related to each Ticket.

Once the Holidays and Coverage Windows are created in the system, the TTO and TTR deadlines are computed according to the corresponding coverage windows and exclude the holidays.

The conversion from previous format(s) of Coverage Windows is automatic, during the installation of the module.

Revision History

Limitations

Holidays are not taken into account if no coverage window has been defined (or if none applies to the ticket).

Requirements

iTop 2.0.2 or newer.

Installation & upgrade

• Download the package: and expand the content of the zip folder into the “extensions” directory of iTop.

Compatibility issue: for iTop version lower than 2.4.0, there is a special installation/upgrade process.

• If you have already installed iTop, make sure that the configuration file config-itop.php in conf/production is NOT read-only.

• Point your web browser to http(s)://<your_itop_root>/setup and follow the wizard instructions. Make sure that you select the option to “Upgrade an existing iTop instance”:

• Finally check the module “Plug-in SLA computation with coverage windows for UserRequest and Incidents” in the list of extensions at the end of the interactive wizard. Then complete the installation.

Configuration

Once the new module has been installed, the default configuration states that:

• The Coverage Window applicable to a Ticket is defined, for each Service, on the Customer Contract.

• There is just one global list of Holidays. Any Holiday defined is applicable to any Ticket.

        'combodo-sla-computation' =>  (
                'coverage_oql' => 'SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :this->org_id AND l1.service_id = :this->service_id',
                'holidays_oql' => 'SELECT Holiday',
        ),

You can adjust the configuration parameters if you want to use different rules.

SELECT CoverageWindow AS cw 
JOIN lnkCustomerContractToService AS l1 
  ON l1.coveragewindow_id = cw.id 
JOIN CustomerContract AS cc 
  ON l1.customercontract_id = cc.id 
WHERE cc.org_id= :this->org_id 
AND l1.service_id = :this->service_id

The two OQL queries listed above are relative to a Ticket (the current ticket being processed). This means that all the placeholders :this->xxx refer to the corresponding fields of the Ticket.

You can also change the display format of the TTO and TTR deadlines by modifying the configuration parameter deadline_format in config-itop.php with the following value:

        'deadline_format' => '$date$ ($difference$)',

This will display the deadline date and the delay from now to the dealine.

Usage

Managing Coverage Windows

The menu “Coverage windows” in the module “Service management” displays all coverage windows defined in iTop. If none has been defined click on “Create a new coverage window”, otherwise click on “Create” to create a new one.

The open hours for a given “Coverage Window” object are represented as a set of intervals, for each day of the week. The area outside of the blue intervals is considered as “Off hours”.

The intervals are edited directly in the calendar at the bottom of the page:

• Click and drag over an empty area to create a new interval

• Drag the handle at the bottom of an interval to adjust its duration

• Drag the interval around to change its starting time

• Click inside an interval to open a dialog box in order to edit the interval's properties

When clicking on an interval, the following dialog is displayed:

Click on “Remove Interval” to completely remove an interval from the coverage window.

All the modifications to the intervals are applied only when cliking on the “Apply” button to submit the modifications to the Coverage Window object as a whole.

Managing Holidays

The menu “Holidays” in the module “Service management” displays all holidays defined in iTop. If none has been defined click on “Create a new holiday”, otherwise click on “Create” to create a new one.

The Holiday Calendar allows you to group holidays (for example based on the country of your customers). This is a convenient way to simplify the queries required by a complex (multi-customer / multi-country) environment.

The OQL queries configured by default when installing the module do not use Holiday Calendars but Holidays.

Select coverage windows for a customer

To change the coverage window of a customer contract, simply modify the contract and in the tab “Services” select the appropriate coverage window required for each service:

By default, if no coverage window is selected, the computation of deadlines will be done using a 24h*7 coverage window.