You can configure the RCA Deadline and Resolution Deadline for a combination of Workgroup, Category, Risk, Priority, and Problem Record Type. The configured RCA and Resolution Deadlines are applied to a PR based on the selected Workgroup, Category, Risk, Priority, and Problem Record Type on the PROBLEM RECORD page.
To configure Deadline:
- Select Problem> Configuration > Deadline Configuration.
- On the DEADLINE CONFIGURATION page, click ADD NEW on the ACTIONS panel.
- Select the Tenant and fill in the required details. For information about the fields on the DEADLINE CONFIGURATION page, see Field Description.
- Click SUBMIT. A new Deadline is configured.
Figure: DEADLINE CONFIGURATION page
Field Description
The following table describes the fields on the DEADLINE CONFIGURATION page:
Field | Description |
|---|---|
DETAILS | |
Name | Specify the Deadline Configuration name. |
| Workgroup | Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement. |
| Category | Type in the Category name and select a category from the search results. |
| Risk | Select the Risk from the drop-down list. You can select multiple Risks based on the requirement. |
| Priority | Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement. |
| Problem Record type | Select Problem Record Type as Proactive or Reactive from the drop-down list. |
| RCA Deadline (In Hours) | Specify the RCA deadline in hours. |
| Resolution Deadline Type | Select the Resolution Deadline type as Log Time or RCA Deadline Time. Note:
|
| Resolution Deadline (In Hours) | Specify the Resolution deadline in hours. |
| Service Window | Select the Service Windows to display in the Service Window field on the PROBLEM RECORD page when the configured Deadline is applied to the PR. Note: All the Service Windows, which are available for the Problem Management, will be populated in the Service Window drop-down list on the PROBLEM RECORD page when no Service Windows is configured on the DEADLINE CONFIGURATION page. |
Active | Indicates the status set of the Deadline Configuration.
|
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the DEADLINE CONFIGURATION page.
FILTERS
Click FILTERS and specify the filter criteria to view the particular set of Deadline Configurations.
Figure: FILTERS pop-up page
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured Deadlines for the selected Tenant.
Figure: DEADLINE CONFIGURATION LIST page
- To edit a Deadline Configuration, click the Deadline Configuration. Make appropriate changes and click SUBMIT.
- To display the inactive Deadline Configurations, click the Include Inactive check box.
Note:
When the Deadline Configurations are displayed under the LIST table, the following button are displayed on the ACTIONS panel.
- Click ADD NEW to configure a new Deadline Configuration for a particular Tenant.
- Click EXPORT TO EXCEL to export the records displayed on this page to a Microsoft Excel Sheet.
- Click EXPORT ALL to export the all the records to a Microsoft Excel Sheet.
Click DEADLINE CRITERIA to configure a new deadline criteria for RCA Deadline and Resolution Deadline. For more information, see Configuring Deadline Criteria.
Configuring Deadline Criteria
On the DEADLINE CRITERIA pop-up page, select the Calculate RCA Deadline value as When RCA is Submitted, When RCA is Approved, or When RCA is Reviewed.
Caution:
The Administrator can configure the Calculation RCA Deadline value only one time to execute the script for the RCA Actual time for old PRs, that have already achieved the Calculation RCA Deadline value.
Note:
By default, the value in the Calculate RCA Deadline field is When RCA is Submitted.
Figure: DEADLINE CRITERIA pop-up page - Calculate RCA Deadline values
Scenario 1: Calculate RCA Deadline When RCA is Submitted
The RCA Deadline is calculated from log time to RCA submitted time.
Note:
RCA Actual time will be auto-populated when RCA is submitted. Also, the text Yes or No will auto-populate in front of the Violation field.
Scenario 2.1: Calculate RCA Deadline When RCA is Approved
The RCA Deadline is calculated from Log time to RCA Approved time.
Note:
RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.
Scenario 2.2: Calculate RCA Deadline When RCA is Approved
The RCA Deadline is calculated from Log time to RCA Approved time.
Note:
RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.
Scenario 3.1: Calculate RCA Deadline When RCA is Reviewed
The RCA Deadline is calculated from Log time to RCA Reviewed time.
Note:
RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.
Scenario 3.2: Calculate RCA Deadline When RCA is Reviewed
The RCA Deadline is calculated from Log time to RCA Reviewed time.
Note:
RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.
Scenario 3.3: Calculate RCA Deadline When RCA is Reviewed
The RCA Deadline is calculated from Log time to RCA Reviewed time.
Note:
RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.
On the DEADLINE CRITERIA pop-up page, select the status from the Exclude SLA for Status drop-down list. The SLA will be paused on the PROBLEM RECORD page, when the PR status is changed to the same status, which is configured in the Exclude SLA for Status field.
Examples
Note:
- By default, the value of the Exclude SLA for Status is Pending.
- Make sure that the Calculate RCA Deadline and Exclude SLA for Status values are not the same while configuring the Deadline criteria on the DEADLINE CONFIGURATION page.
- SLA will be reset when PR status is changed from Exclude SLA for Status to any other status.
Figure: DEADLINE CRITERIA pop-up page - Exclude SLA for Status values