APAR status
Closed as program error.
Error description
SLA escalation with calendar sent earlier than expected. PERFORMANCE ISSUE No STEPS TO REPRODUCE: 1. Go To -> Administration -> Calendars application. - Create following calendar record. Calendar: CAL1001 Shift: S1001 Days in Pattern: 7 Start Day: Monday Monday to Friday: 08:30 to 17:00 Saturday to Sunday: blank - Apply shift to calendar. 2. Go To -> Administration -> Communication Template application. - Create 5 commtmplt for INCIDENT. 1001 Commlog COMTMPLT 1 INCIDENT ALL ACTIVE 1002 Commlog COMTMPLT 2 INCIDENT ALL ACTIVE 1003 Commlog COMTMPLT 3 INCIDENT ALL ACTIVE 1004 Commlog COMTMPLT 4 INCIDENT ALL ACTIVE 1005 Commlog COMTMPLT 5 INCIDENT ALL ACTIVE 3. Go To -> Service Level -> Service Level Agreements (SP) application. - Create following SLA record. SLA1001: Calculation Calendar Organization for Calc Calendar: PMSCIBM Calc Calendar: CAL1001 Calc Shift: S1001 1st escalation point: -2 HR from Target Resolution (Use commtmplt 1001) 2nd escalation point: -1 HR from Target Resolution (Use commtmplt 1002) 3rd escalation point: 0 HR on Target Resolution (Use commtmplt 1003) 4th escalation point: 2 HR after Target Resolution (Use commtmplt 1004) 5th escalation point: 4 HR after Target Resolution (Use commtmplt 1005) 4. Go To -> Service Desk -> Incident application. - Create 5 Incident records. - Reported date is on Friday so target resolution is next Monday (over the weekend) - In each Incident record, apply SLA SLA1001. Here is test result for each Incident record. Test 1: Test Incident SLA 1 Report Date: 1/20/17 14:30:00 (Friday) Target Resolution: 1/23/17 10:00:00 (Monday) In commlog :- 1/20/17 14:34:05 This is 5th email. <-- Wrong. Expected 1/23/17 14:00:00, 4 HR after target resolution. 1/20/17 16:34:11 This is 1st email. <-- Correct??? 1/20/17 16:34:13 This is 4th email. <-- Wrong. Expected 1/23/17 12:00:00, 2 HR after target resolution. 1/23/17 09:02:46 This is 2nd email. <-- Correct 1/23/17 10:02:51 This is 3rd email. <-- Correct Test 2: Test Incident SLA 2 Report Date: 1/20/17 15:30:00 (Friday) Target Resolution: 1/23/17 11:00:00 (Monday) In commlog :- 1/20/17 15:34:08 This is 5th email. <-- Wrong. Expected 1/23/17 15:00:00, 4 HR after target resolution. 1/23/17 09:02:44 This is 1st email. <-- Correct 1/23/17 10:02:50 This is 2nd email. <-- Correct 1/23/17 11:02:53 This is 3rd email. <-- Correct 1/23/17 13:02:58 This is 4th email. <-- Correct Test 3: Test Incident SLA 3 Report Date: 1/20/17 16:30:00 (Friday) Target Resolution: 1/23/17 12:00:00 (Monday) In commlog :- 1/20/17 16:34:15 This is 5th email. <-- Wrong. Expected 1/23/17 16:00:00, 4 HR after target resolution. 1/23/17 10:02:48 This is 1st email. <-- Correct 1/23/17 11:02:51 This is 2nd email. <-- Correct 1/23/17 12:02:54 This is 3rd email. <-- Correct 1/23/17 14:03:01 This is 4th email. <-- Correct Test 4: Test Incident SLA 4 Report Date: 1/20/17 17:00:00 (Friday) Target Resolution: 1/23/17 12:30:00 (Monday) In commlog :- 1/20/17 17:04:12 This is 5th email. <-- Wrong. Expected 1/23/17 16:30:00, 4 HR after target resolution. 1/23/17 10:32:49 This is 1st email. <-- Correct 1/23/17 11:32:53 This is 2nd email. <-- Correct 1/23/17 12:32:56 This is 3rd email. <-- Correct 1/23/17 14:33:03 This is 4th email. <-- Correct Test 5: Test Incident SLA 5 Report Date: 1/20/17 17:30:00 (Friday) Target Resolution: 1/23/17 12:30:00 (Monday) In commlog :- 1/20/17 17:04:14 This is 5th email. <-- Wrong. Expected 1/23/17 16:30:00, 4 HR after target resolution. 1/23/17 10:32:51 This is 1st email. <-- Correct 1/23/17 11:32:54 This is 2nd email. <-- Correct 1/23/17 12:32:58 This is 3rd email. <-- Correct 1/23/17 14:33:05 This is 4th email. <-- Correct CURRENT ERRONEOUS RESULT: Escalation send email earlier than expected and gives unexpected result. EXPECTED RESULT: Escalation send email as per escalation point configuration and calculate the correct target resolution. ADDITIONAL INFO: N/A ENVIRONMENT: - ICD 7.6.0.1 with Tpae 7.6.0.3 - ICD 7.6.0.1 with Tpae 7.6.0.3 (with Tpae 7.6.0.3-IFIX20161213-1147 IFIX)
Local fix
N/A
Problem summary
**************************************************************** * USERS AFFECTED: * * All Maximo Users * **************************************************************** * PROBLEM DESCRIPTION: * * SLA escalation with calendar sent earlier than expected. * **************************************************************** * RECOMMENDATION: * * Upgrade to latest release * **************************************************************** STEPS TO REPRODUCE: 1. Go To -> Administration -> Calendars application. - Create following calendar record. Calendar: CAL1001 Shift: S1001 Days in Pattern: 7 Start Day: Monday Monday to Friday: 08:30 to 17:00 Saturday to Sunday: blank - Apply shift to calendar. 2. Go To -> Administration -> Communication Template application. - Create 5 commtmplt for INCIDENT. Description: COMTMPLT 1 Applies To: INCIDEDNT Comm Log entry?: Y Send From: <your email address> Subject: COMTMPLT 1 for :ticketid Message: Time sent: :&DATETIME& - Response Time: :slarecords.responsedate Repeat for COMTMPLT 2 - COMTMPLT 5 3. Go To -> Service Level -> Service Level Agreements application. - Create following SLA record. SLA: SLA1001 Applies To: INCIDENT Calculation Calendar Organization: EAGLENA Calculation Calendar Calendar: CAL1001 Calculation Calendar Shift: S1001 Additional SLA Criteria Commitments - Add one Line: Type: RESPONSE Value: 4.00 Unit of Measure: HOURS Define Escalation Points: 1st escalation point: -2 HR from RESPONSEDATE (Add Notification COMMTMPLT 1) 2nd escalation point: -1 HR from RESPONSEDATE (Add Notification COMMTMPLT 2) 3rd escalation point: 0 HR on RESPONSEDATE (Add Notification COMMTMPLT 3) 4th escalation point: 2 HR after RESPONSEDATE (Add Notification COMMTMPLT 4) 5th escalation point: 4 HR after RESPONSEDATE (Add Notification COMMTMPLT 5) 4. Go To -> Service Desk -> Incident application. - Create 5 Incident records. - Reported date is on Friday so target start is next Monday (over the weekend) - In each Incident record, apply SLA SLA1001. Here is test result for each Incident record. Test 1: Test Incident SLA 1 Reported Date: 1/20/17 14:30:00 (Friday) Target Start: 1/23/17 10:00:00 (Monday) In commlog :- 1/20/17 14:34:05 This is 5th email. <-- Wrong. Expected 1/23/17 14:00:00, 4 HR after target start. 1/20/17 16:34:11 This is 1st email. <-- Correct 1/20/17 16:34:13 This is 4th email. <-- Wrong. Expected 1/23/17 12:00:00, 2 HR after target start. 1/23/17 09:02:46 This is 2nd email. <-- Correct 1/23/17 10:02:51 This is 3rd email. <-- Correct Test 2: Test Incident SLA 2 Report Date: 1/20/17 15:30:00 (Friday) Target Start: 1/23/17 11:00:00 (Monday) In commlog :- 1/20/17 15:34:08 This is 5th email. <-- Wrong. Expected 1/23/17 15:00:00, 4 HR after target start. 1/23/17 09:02:44 This is 1st email. <-- Correct 1/23/17 10:02:50 This is 2nd email. <-- Correct 1/23/17 11:02:53 This is 3rd email. <-- Correct 1/23/17 13:02:58 This is 4th email. <-- Correct Test 3: Test Incident SLA 3 Report Date: 1/20/17 16:30:00 (Friday) Target Start: 1/23/17 12:00:00 (Monday) In commlog :- 1/20/17 16:34:15 This is 5th email. <-- Wrong. Expected 1/23/17 16:00:00, 4 HR after target start. 1/23/17 10:02:48 This is 1st email. <-- Correct 1/23/17 11:02:51 This is 2nd email. <-- Correct 1/23/17 12:02:54 This is 3rd email. <-- Correct 1/23/17 14:03:01 This is 4th email. <-- Correct Test 4: Test Incident SLA 4 Report Date: 1/20/17 17:00:00 (Friday) Target Start: 1/23/17 12:30:00 (Monday) In commlog :- 1/20/17 17:04:12 This is 5th email. <-- Wrong. Expected 1/23/17 16:30:00, 4 HR after target start. 1/23/17 10:32:49 This is 1st email. <-- Correct 1/23/17 11:32:53 This is 2nd email. <-- Correct 1/23/17 12:32:56 This is 3rd email. <-- Correct 1/23/17 14:33:03 This is 4th email. <-- Correct Test 5: Test Incident SLA 5 Report Date: 1/20/17 17:30:00 (Friday) Target Start: 1/23/17 12:30:00 (Monday) In commlog :- 1/20/17 17:04:14 This is 5th email. <-- Wrong. Expected 1/23/17 16:30:00, 4 HR after target start. 1/23/17 10:32:51 This is 1st email. <-- Correct 1/23/17 11:32:54 This is 2nd email. <-- Correct 1/23/17 12:32:58 This is 3rd email. <-- Correct 1/23/17 14:33:05 This is 4th email. <-- Correct CURRENT ERRONEOUS RESULT: Escalation sends email earlier than expected and gives unexpected result. EXPECTED RESULT: Escalation sends email as per escalation point configuration and calculate the correct target start.
Problem conclusion
Escalation sends email as per SLA escalation point configuration. The fix for this APAR is contained in the following maintenance package: | release\fix pack | Fix Pack Release 7.6.0.8 TPAE
Temporary fix
Comments
APAR Information
APAR number
IV93280
Reported component name
ADMINISTRATION
Reported component ID
5724R46A1
Reported release
760
Status
CLOSED PER
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt / Xsystem
Submitted date
2017-02-09
Closed date
2017-03-08
Last modified date
2017-03-08
APAR is sysrouted FROM one or more of the following:
APAR is sysrouted TO one or more of the following:
Modules/Macros
MAXIMO
Fix information
Fixed component name
ADMINISTRATION
Fixed component ID
5724R46A1
Applicable component levels
R760 PSY
UP
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Document Information
Modified date:
08 March 2017