Checklist for SLA troubleshooting

  • KM03607577
  • 13-Mar-2020
  • 31-Mar-2020


Checklist for SLA troubleshooting


When having problems with SLA/SLO it is important to have in mind a couple of things for initial troubleshooting:


1. SLTs are not being created:

    a. Is there a default SLA? Go to the System Navigator>Service Level Management>Administration>Edit Control Record. Find here the Default SLA

    b. What is the expiration time of the default SLA? Now that the default SLA is determined, Find it under System Navigator>Service Level Management>Search Agreements. The expiration Date field will tell if the SLA is still available to measure.See also if the Effective Date has started.

    c. What is the expected SLT to be created? When the default SLA is still Effective. Under the Process Targets tab in the SLA record, double click the desired SLT. See if the Condition is met and what the Initial State is. If we are looking at an SLT for incidents, probably that incident does not meet the Condition or is still not in the Initial State for the SLT to be created.

    d. Is the SLT expected to be processed on background or foreground? Go to System Navigator>Service Level Management>Administration>Configure Application. See if the checkbox "Run in Foreground" is checked. If it is UNCHECKED, make sure that the SLA background process is running properly.

2. The SLT status or Elapsed time is incorrect:

    This is normally caused by an incorrect Status Progress configuration.

    Go to System Navigator>Service Level Management>Administration>Configure Application and then find the table related with the expected SLT. Check the Process Tarjet Information:

    a. If the Use Phases checkbox is NOT checked: Review that the Process Target State Progression has a "logical" order. For example, the first value in the list should not be "Closed" and the Last one can't be "Open". A logical order of status would be: Open, Work in Progress, Pending, Resolved, Closed.

      IMPORTANT: The values in this array MUST match the possible statuses that the record may have.

     b. If the Use Phases checkbox IS checked: Find the Workflow that is being used in the record where the expected SLT is having problems. Click each phase and take notes of the Phase Order number. The order of the this field should also be logic. If looking at the Workflow, the first Phase is Open, then Work in Progress and Finally Closed. The phase Open should not have a Phase Order number greater than Closed.