Maximo

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Hello!

We don't use SLAs yet in our company, but what I see, there is Escalation tab under each SLA. So I would configure it there, so I have better mapping between SLA and relevant Escalation.

From what You have written, there is no need for script, as that calculation can be done in condition. 

Yes, You will need to set escalation and its points (for each percentage) at each SLA, but that could be prepared in excel, and then loaded with mxloader. Yes, some tinkering will be needed to prepare it. Some custom object structure will be needed also.

That would be my approach. I for shure don't know whole situation what You have.

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Hi Mostafa, 

In the distant past, I was also a developer. I can't remember when in the 28 years of Maximo I moved to the opinion that you should use as much standard functionality as possible, before customising, but customisation should be considered last resort.

 I've had a couple of clients over the years who have said, why have you created a monster of a system that is difficult to support, answer being your team wouldn't bend their requirements and wanted everything gold plated.

I'm travelling, so can't test this, but I would create one SLA with Escalations and test it works. Then use duplicate, and work out what needs to be amended, then determine which bits you change manually and which bits you do change through data loading. And test migration manager works as you need it.

Unless your SLA commitments are long, ie weeks, having four escalation points per SLA is excessive, you are in danger of your audience ignoring them.

You didn't say what Maximo and add-ons you were using, but Service Provider is different, and there are additional features in Maximo IT which uses SP, eg SLA Hold.

Regards Andrew

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

If the question is only about email, you can use a standard T-SQL query in escalation, which will calculate how much time past in percentage. 

You will create 1 or 3 escalations, where using the "where query" you will determinate requeried object and sent email.

For example (I put it that way to show how you can calculate. You can use CAST or just multiply by 100, depends on what accuracy you need)

ticketuid in (SELECT	ticketuidFROM	(	SELECT		ticketuid,		currentMin * 100 / targetMin * 100 / 100 prc1,		CAST (currentMin AS decimal(10,		2)) / CAST (targetMin AS decimal(10,		2)) * 100 prc2	FROM		(		SELECT			ticketuid,			TIMESTAMPDIFF(4, TARGETFINISH - REPORTDATE) targetMin,			TIMESTAMPDIFF(4, CURRENT_TIMESTAMP - REPORTDATE) currentMin		FROM			SR		ORDER BY			TICKETUID DESC) a) WHERE prc2 > 25)

Using CONTEMPLATE and roles you can dynamically select email recipients also. Just build the correct where clause for the relationship to select a specified preson or email. 

SLA application and SlAys as well SLAs themself exist for target dates calculations based on different conditions (SITE, Commodity, Service and etc). 

Escalations to second-line support, or email notifications in Maximo can be merged in one instance of Escalation object. This is "automation" stands for :-) 

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

Dear Andrey,

Thank you for sharing your approach to handling escalations dynamically using a T-SQL query. I wanted to clarify since this method relies on calculating elapsed time in percentage, does it fully align with how SLA target dates are handled in Maximo, particularly when dealing with non-working hours or shift-based schedules?

Looking forward to your thoughts.

Best regards,

If the question is only about email, you can use a standard T-SQL query in escalation, which will calculate how much time past in percentage. 

You will create 1 or 3 escalations, where using the "where query" you will determinate requeried object and sent email.

For example (I put it that way to show how you can calculate. You can use CAST or just multiply by 100, depends on what accuracy you need)

ticketuid in (SELECT	ticketuidFROM	(	SELECT		ticketuid,		currentMin * 100 / targetMin * 100 / 100 prc1,		CAST (currentMin AS decimal(10,		2)) / CAST (targetMin AS decimal(10,		2)) * 100 prc2	FROM		(		SELECT			ticketuid,			TIMESTAMPDIFF(4, TARGETFINISH - REPORTDATE) targetMin,			TIMESTAMPDIFF(4, CURRENT_TIMESTAMP - REPORTDATE) currentMin		FROM			SR		ORDER BY			TICKETUID DESC) a) WHERE prc2 > 25)

Using CONTEMPLATE and roles you can dynamically select email recipients also. Just build the correct where clause for the relationship to select a specified preson or email. 

SLA application and SlAys as well SLAs themself exist for target dates calculations based on different conditions (SITE, Commodity, Service and etc). 

Escalations to second-line support, or email notifications in Maximo can be merged in one instance of Escalation object. This is "automation" stands for :-) 

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!

1. Working/not working time is considered when SLA is applied. So, after SLA is applied you have calculated target dates.
2. Only one thing you should remember, is that SLAHOLD can adjust these target dates after a ticket is back to work. So, maybe you need to add some filtering of status or any other regarding business processes. But this will happen if escalation points are created from the SLA application. So, doesn't matter. Or if you will give a real example, it will be easier for me to answer )

Dear Andrey,

Thank you for sharing your approach to handling escalations dynamically using a T-SQL query. I wanted to clarify since this method relies on calculating elapsed time in percentage, does it fully align with how SLA target dates are handled in Maximo, particularly when dealing with non-working hours or shift-based schedules?

Looking forward to your thoughts.

Best regards,

If the question is only about email, you can use a standard T-SQL query in escalation, which will calculate how much time past in percentage. 

You will create 1 or 3 escalations, where using the "where query" you will determinate requeried object and sent email.

For example (I put it that way to show how you can calculate. You can use CAST or just multiply by 100, depends on what accuracy you need)

ticketuid in (SELECT	ticketuidFROM	(	SELECT		ticketuid,		currentMin * 100 / targetMin * 100 / 100 prc1,		CAST (currentMin AS decimal(10,		2)) / CAST (targetMin AS decimal(10,		2)) * 100 prc2	FROM		(		SELECT			ticketuid,			TIMESTAMPDIFF(4, TARGETFINISH - REPORTDATE) targetMin,			TIMESTAMPDIFF(4, CURRENT_TIMESTAMP - REPORTDATE) currentMin		FROM			SR		ORDER BY			TICKETUID DESC) a) WHERE prc2 > 25)

Using CONTEMPLATE and roles you can dynamically select email recipients also. Just build the correct where clause for the relationship to select a specified preson or email. 

SLA application and SlAys as well SLAs themself exist for target dates calculations based on different conditions (SITE, Commodity, Service and etc). 

Escalations to second-line support, or email notifications in Maximo can be merged in one instance of Escalation object. This is "automation" stands for :-) 

Dear Andrew,

Thank you for your detailed response and valuable insights. I appreciate your perspective on using the out-of-the-box functionality and the importance of considering working periods when configuring escalations.

You're absolutely right-if the script doesn't account for working hours, non-working days, and holidays, it could lead to incorrect calculations. Fortunately, my script will consider handling the working period, but your point is valid, and it's something I'll keep in mind to ensure accuracy.

If I understand correctly, you're suggesting that for each of the 300 SLAs, I (manually/using excel sheet) configure four escalation points, each triggering an email based on predefined percentage-based thresholds that I calculate manually. While this approach does seem more reliable and manageable compared to scripting, I'm trying to explore a more dynamic way to automate this rather than configuring each SLA individually.

Would you have any recommendations on making this process more scalable, or do you think the manual setup is ultimately the best approach for long-term reliability?

Thanks again for your time and guidance!

Best regards,

Hi Mostafa,

I would stick with the out of the box functionality in Service Level Agreements application that supports an Escalation. Each SLA has one Escalation and four Escalation Points.

Don't attempt a percentage, but use hours or days. If your SLA has a calendar, then hours or days will take this into account. Percentage would only work on 24x365 and not if you have periods, like weekends, where the SLA is not counting.

Finally, start with when the Target Date has been reached, then work out what you do if the Actual Date remains empty. If you are not getting complaints that you are sending too many emails, or it is obvious that the emails are not being ignored because actual dates are being added, then and only then, add another escalation point, but do it slowly, you don't want to have to take them out again.

Regards Andrew

Hi Everyone,

I have a case where I manage a large number of SLAs, and I need to create an escalation matrix based on the SLA progress. Specifically, I want to trigger communications at 25%, 50%, 75%, and 100% of the SLA time. Each threshold would send a dedicated communication template to a specific role.

My initial thought was to use a script to calculate these time difference dynamically by subtracting the Target Finish from the Reported Date and then setting up conditions that send the appropriate communication template based on the remaining time. However, I'm wondering:

• Is there an out-of-the-box feature in IBM Maximo (or another IBM solution) that supports this kind of escalation workflow?
• Has anyone implemented a similar escalation mechanism dynamically without using a script?
• Would escalation records and conditions be sufficient for this, or is there a better approach?

I'd appreciate any insights or alternative ideas you may have!

Thanks a lot!