Hi,

We are trying to do SLO's and notifications on Service Requests a little differently than on incidents.

On a SR, there is a due date or date required.    We are trying to set an SLO of meeting the due date.

If we are within 8 hours of the due date and not completed or still in progress then we send a warning

If we are past the due date and still in progress then we are in breach mode.

Is there a way to accomplish this?  I am able to set metrics using scheduled end date (due date) but not sure how to say warning is  T > (Due date) - 8 hours

Thanks in ad

Hi Lance,

You can set waning threshold in service level objective. for example you need to set service level target to 8 hours and send warning when it reach 75% (6 Hours) of the target time so we have to set this values in SLO as follow:

Target = 8 Hours

Warning threshold = 6 Hours

that mean when a service request is still in-progress after 6 hours based on your defined calendar the SLA status of the request will change to warning.

For subscription you can follow the following article:

http://blogs.technet.com/b/servicemanager/archive/2012/02/07/notifying-before-sla-breaches.aspx

Thanks Mohamed,   My only problem is how do I set the target.   The target time is dependent on the due date.  Some SR's might have a due date out a week from created date.  Some SR's might have 3 weeks out.

You cannot use a normal subscription for this? I guess you may even be able to apply a template with a SLO in a warning state or breached state if needed.

You could probably use a prescription that will send out an email 8-12 hours before the required date but you cant use metric data that shows how many warning or how many in breached.