Check for Errors

These steps are intended to help you test the SLAs in CSM using the Check for Errors One-Step Action.

It is a good idea to check for errors with an SLA once it has been configured to look for any potential logic holes that may be present.

The error-checking mechanism may not catch every error. It should not be used as a guarantee but rather as a supplement to thorough SLA design and implementation.

Due to the complex, data-driven nature of SLAs, a One-Step Action is incorporated to help mitigate errors that may be encountered when setting up an SLA.

To initiate Error Checking:

Click the Check for errors link in the Actions list on the form.

OR

Select the Check For Errors On Save checkbox and save the record.

One-Step Actions

  1. Setup Error Checking: The first part of the One-Step Action clears out the temporary fields that will be used during the rest of the process.
  2. Verify Incident Target Times: Next, the One-Step Action verifies that for every SLA Target Time for Incident there is exactly one default. If no defaults are present, the system does not know how to handle exceptional cases in which an Incident is created outside of the business hours for which the SLA Target Times are set up. Additionally, more than one default would be ambiguous leading to unpredictable results.
  3. Verify Service Request Target Times: The same checks that are performed against the Incident SLA Target Times are performed against the Service Request SLA Target Times.
  4. Incident Matrix Matching: This step verifies that for each Incident priority available via the priority matrix, there is a corresponding SLA Target Time to handle that given priority. If any discrepancies are found, they will be added to the list of errors to be displayed at the end of the error checking.
  5. Service Request Matrix Matching: This step tests for consistency between the PMEs and SLA Target Times for Service Requests.
  6. Check Response vs. Resolution: This step makes a quick pass through all SLA Target Times and compares the response and resolution times. If the response time is greater than the resolution time, an error is displayed.
  7. Display Results: Finally, a popup is displayed showing any errors found or a confirmation that no errors were found.