Introduction

In this example, the administrator configures the Work Order and Ticket calendars as the calculation calendar that sets the target commitments on a service level agreement (SLA). The example shows a best practice and it might not apply to every situation.
 

The reader is assumed to have a good understanding of SLA features in IBM Maximo.

Overview

The administrator configures the Person Group application to include additional calculation fields. After the fields are added, an escalation is added. The escalation sets the calculation organization, calculation calendar, and calculation shift fields based on the Owner group that is assigned to the ticket.

Step 1. In the Database Configuration application, add the new calculation calendar fields to the Person Group object. 

Step 2. Add the PLUSPERSONGROUP relationship to the SR object.  This relationship links the service request and PERSONGROUP object. It is used later in the Escalation action to set the calendar fields on the SR.

Step 3. While working in Admin mode, apply the changes.

Step 4. In the Person Groups application, open a record and update it with the new calendar values.

Step 5. In the Actions application, create escalation actions that set target values on the service request based on the assigned owner group.

Step 6. Update each action so that it references the relationship that you created in Step 2.

Step 7. In the Escalations application, create an escalation that polls for new service requests that do not have a calculation calendar set. Add the actions to the escalation.

Step 8. In the Service Level Agreements application, create an SLA. In the First Choice field, specify WO Ticket.

Result

When a service request is created and the 1001 Owner Group is assigned, the escalation automatically sets the values of the SR PLUSPCALCORGID=’EAGLENA’, PLUSPCALCALNUM=’COMPANY1’, PLUSPCALCSHIFT=’NIGHT.’ These are the values that are already set on the owner group.

When the Apply SLA action is selected, these values are used as the First Choice criteria for the calculation calendar.