IJ50348: ORDER OF EXECUTION FOR ESCALATION POINTS ARE NOT WORKING BASED ON ELAPSED TIME IN ESCALATION POINT.

APAR status

• Closed as program error.

Error description

• DESCRIPTION:
  
  Execution of Escalation Points are not working based on elapsed
  time as points are executed even if the elapsed time is not
  reached.
  
  
  STEPS TO REPLICATE:
  1) Go to System configuration -> platform configuration->
  escalation
  2) Create new Escalation  (Ex.1053)
  3) Add Escalation point (EP1).
  
  4) From More Action, click on validate option and then click on
  activate escalation option.
  
  5) Go to Service Level Agreement and apply to 'incident'
  object. (Ex.S1009)
  6) Fill the desired fields.
  
  7) Add commitment and select the option define escalation.
  8) Go to escalation tab , you can see there is two escalation
  points (EP1) and (EP2).
  Escalation Point 1: ESCREFPOINT.REFPOINTNUM=1,
  ESCREFPOINT.EVENTATTRIBUTE=TARGETCONTACTDATE,
  ESCREFPOINT.ELAPSEDINTERVAL=5,00,
  ESCREFPOINT.INTERVALUOM=MINUTES
  With action INCIDENT INPROG
  
  Escalation Point 2: ESCREFPOINT.REFPOINTNUM=2,
  ESCREFPOINT.EVENTATTRIBUTE=RESOLUTIONDATE,
  ESCREFPOINT.ELAPSEDINTERVAL=-10,00,
  ESCREFPOINT.INTERVALUOM=MINUTES, ESCREFPOINT.EVENTCONDITION:
  ACTUALFINISH is null with action INCIDENT CLOSED
  
  9) Apply action for both the escalation points.
  
  10) Change status to active and save it.
  
  11) Create an incident ticket with SLA(S1009) i.e. INC 1014.
  
  ACTUAL RESULT:
  Incident 1014 changes to their status new to CLOSED instead of
  status INPRG. The Escalation Point 2 (EP2) is evaluated
  directly, even if the elapsed time in this Escalation Point is
  not yet reached
  
  EXPECTED RESULT:
  The Escalation Point 2 (EP2) should not be evaluated directly
  and should be evaluated based on elapsed time.
  
  REPORTED IN VERSION:
  Tivoli's process automation engine 7.6.1.2
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Maximo SLA users                                             *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * SLA ATTRIBUTE REF POINT NOT BEING EVALUATED FOR SLA          *
  * ESCALATION WHEN PRECEDED BY NON-SLA ATTRIBUTE REF POINT      *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR will be contained in a future release.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  MAXIMO ASST MGM

• Fixed component ID

  5724R46AM

Applicable component levels