IRT status exceeded

[former_member701058]

Hello,

We got an incident on 04.09.2020 at 08:52 am and first response was on same day at 12:52 pm. After that first reaction is on 07.09.2020 at 09:27am. Availability time is from 08:00 CET to 18:00 CET. Response time is 4 hours for priority 3 and resolution time is 32 hours. We are getting IRT status percentage as 265%.

Could you please help out in this as the IRT status percentage is being wrongly calculated here?

Thanks & Regards,

Amandeep

[thalesvb]

Hello, (unfortunately) there is nothing wrong with calculation. Solution Manager considers status changes for SLA because someone writing something into a incident doesn't means that that same person have started to analyze/work on it (I could have a bot doing that to provide a warm welcome). Status reflect better the process semantics.

IRT status/percentage reflects "First Reaction time" ratio upon "Initial Response time", 10:35 working hours have passed between incident creation and first reaction, and that represents 265% of 4 hours.

Hope that will help you with Solman concepts about this.

Best regards

[former_member701058]

Yes, that's correct but I have read in some documents that IRT status takes First response time into account.?

[thalesvb]

basis4 "First Response" on SolMan means the first status change, it is also on Help Pages example. A text-only response is not considered as First Reponse for SLA.

From the same wiki that I referred on original answer describes:

The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA. (...) When the processor starts processing the incident then it is enriched with the timestamp “First Reaction” for actual first reaction by the processor.

And the description of First reaction timestamp:

When the processor starts processing the incident then it is enriched with the timestamp “First Reaction” for actual first reaction by the processor

Both endorses that the calculation considers the moment that Processor tells the system that the message is now in process (status change New -> In process)

[former_member701058]

got it..Thanks a lot 🙂