GOAL : Change SLA Management / add OLA object

Current SLAs in GLPI

Current Scheme of SLA Operation:

Changing the functioning of SLAs

1. SLM

The object that was previously named SLA will be renamed SLM (Service Level Management) This object will contain two sub-objects SLA and OLA.

Diagram showing the new functioning:

2. SLA

This object is formerly SLT, so it will be renamed.

3. OLA

The internal time is recalculated when assigning the OLA

New interface with the addition of OLA management:

Ticket interface

In the ticket interface, a new line is added to include support times and internal resolution.

Impact

Add the dates in the ticket for the takeover time and the internal resolution time will involve various modifications in the core of GLPI:

• Add columns in the ticket list:

  • Internal time to own
  • Internal time to own + Progress
  • Internal time to own exceedeed
  • OLA Internal time to own
  • Internal time to resolve
  • Internal time to resolve + Progress
  • Internal time to resolve exceedeed
  • OLA time to resolve
  • OLA Escalation level

• Add in the rules in the criteria and actions:

  • Criteria: OLA time to own
  • Criteria: OLA time to resolve
  • Action: OLA time to own
  • Action: OLA time to resolve

Add tags in the notifications related to tickets:

• ##ticket.sla_tto##: SLA / Time to own
• ##ticket.sla_ttr##: SLA / Time to resolve
• ##ticket.ola_tto##: OLA / Internal time to own
• ##ticket.ola_ttr##: OLA / Internal time to resolve

Change in database

glpi_slas renamed to glpi_slms.

glpi_slts renamed to glpi_slas.

• Renaming the fields :
  • "slas_id" to "slms_id"

Creating a table glpi_olas

Columns	Type	Null	Default
id	int(11)	No
name	varchar(255)	No	0
entities_id	int(11)	No	0
is_recursive	tinyint(1)	No	0
type	int(11)	No	0
comment	text	No
number_time	int(11)	No	0
date_mod	datetime	Yes
definition_time	varchar(255)	Yes	NULL
end_of_working_day	tinyint(1)	No	0
date_creation	datetime	Yes	NULL
slms_id	int(11)	No	0

glpi_tickets :

• Renaming the fields :

  • "due_date" to "time_to_resolve"
  • "slts_tto_id" to "slas_tto_id"
  • "slts_ttr_id" to "slas_ttr_id"

• Adding the fields :

Columns	Type	Null	Default
olas_ttr_id	int(11)	No	0
olas_tto_id	int(11)	No	0
internal_time_to_resolve	datetime	Yes	NULL
internal_time_to_own	datetime	Yes	NULL
ttr_olaslevels_id	int(11)	No	0
ola_waiting_duration	int(11)	No	0

glpi_changes :

• Renaming the fields :
  • "due_date" to "time_to_resolve"

glpi_problems :

• Renaming the fields :
  • "due_date" to "time_to_resolve"

glpi_slalevels :

• Renaming the fields :
  • "slts_id" to "slas_id"

Creating a table glpi_olalevels_tickets

Columns	Type	Null	Default
id	int(11)	No
tickets_id	int(11)	No	0
olalevels_id	int(11)	No	0
date	datetime	Yes

Creating a table glpi_olalevelactions

Columns	Type	Null	Default
id	int(11)	No
olalevels_id	int(11)	No	0
action_type	varchar(255)	Yes	NULL
field	varchar(255)	Yes	NULL
value	varchar(255)	Yes	NULL

Creating a table glpi_olalevelcriterias

Columns	Type	Null	Default
id	int(11)	No
olalevels_id	int(11)	No	0
criteria	varchar(255)	Yes	NULL
condition	int(11)	No	0
pattern	varchar(255)	Yes	NULL

Creating a table glpi_olalevels

Columns	Type	Null	Default
id	int(11)	No
name	varchar(255)	No	0
olas_id	int(11)	No	0
execution_time	int(11)	No
olas_id	int(11)	No	0
is_active	tinyint(1)	No	1
entities_id	int(11)	No	0
is_recursive	tinyint(1)	No	0
match	char(10)	Yes	NULL
uuid	varchar(255)	Yes	NULL

Examples

Example 1:

Group	OLA
Group1	OLA 1
Group2

1. The Ticket is assigned to Group 1 => Triggering OLA 1
2. The Ticket is assigned to Group 2 => OLA 1 continues
3. The Ticket is re-assigned to Group 1 => OLA 1 resets to zero, a new resolution time is calculated.

Example 2:

Group	OLA
Group1	OLA 1
Group2	OLA 1

1. The Ticket is assigned to Group 1 => Triggering OLA 1
2. The Ticket is assigned to Group 2 => OLA 1 resets to zero, a new resolution time is calculated.