Troubleshooting
Problem
There are times when the SLA appears to be calculated outside the response time for an Organisation that has Calendars and Shifts.
This can get quite complex to calculate and one thing that is worth noting is that it is influenced by the timezone of the server and the timezone of the user.
Symptom
The response time for a Work Order that has an SLA applied will show outside of the shift time.
DATABASE Fields Attribute
SLA -> Response SLARECORDS.RESPONSEDATE
Work Order -> Target Start WORKORDER.TARGSTARTDATE
Environment
Maximo Integration Framework 8.6.0
IBM Maximo Mobile 8.10.0
Maximo Application Framework 8.10.0
Maximo Manage 8.6.4
Diagnosing The Problem
PREREQUISITE DATA
System Property -> mxe.asset.assetInUserTimeZone = 1
When reporting Asset Downtime, assume asset exists in Users timezone (1), server timezone (0)
IBM User Profile: CET IBM Server is UTC 1
Service Level Agreement Application
SLA -> NEW: SLA001 Applies to: WORKORDER, Organization: EAGLENA, TYPE: CUSTOMER
Calculation Calendar Organization: EAGLENA Calendar: DAY (7:00 am to 15:00 pm)
Shift: DAY Commitments Applies to Asset: 1005 Fire Extinguisher
Change status to Active 2. Work Order Tracking
NEW -> WO100 Asset -> 1005
More Actions: Apply SLAs -> SLA001 has been applied View SLAs ->
RESULTS: The Response TIME is two hours from now irrespective of calendar. Time now is 17:10 and it shows Response time as 11/01/2024 19:10
Resolving The Problem
The behaviour is working as designed, however there are a few things that will help understand why this is happening.
- Shift time 6:00 to 15:30 visible on UI is the same / sync with server time.
- Target Start Date & Response Date are set according to server time and when shown on UI it comes up with an addition of 1 hour (UI Time zone) and is not validated again to ensure the target start date/response date on UI is also in the shift time.
- Currently when converting the target start date/response date on UI is not validated to be in between shift times, and it is currently coded that way.
Document Location
Worldwide
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Product Synonym
TPAE
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Document Information
Modified date:
01 May 2024
UID
ibm17149965