SLA considering business hours

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.

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.

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

Use the Standard installation process for this extension.

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' => array (
                '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

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

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”.

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

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

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.

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.

Q: I have created my own stopwatch, can it take into account the Coverage Windows?
A: Yes, once you have deployed this extension, adapt your stopwatch so it references the coverage windows

itop-design / classes / class@Ticket / fields

<field id="My-stopwatch" xsi:type="AttributeStopWatch">
    <states>
        <!-- list of states during which the stopwatch will be active (counting the elapsed time) -->
    </states>
    <working_time>
        <!-- optional: Provide the name of a class which implements iWorkingTimeComputer -->
        <!-- DefaultWorkingTimeComputer can be used for 24*7 and no vacations -->
        <!-- SLAComputation to take into account Coverage Windows and Holidays -->
    </working_time>
    <goal>
        <!-- optional: Provide the name of a class which implements iMetricComputer -->
        <!-- DefaultMetricComputer can be used -->
    </goal>
    <thresholds>
        <!-- list of threshold and associated actions -->
    </thresholds>
</field>