Priority and Deadline computation

Automated priority computation
 

The priority is computed automatically. This computation depends on the impact and the urgency of the user request. The following matrix describes how the priority is computed:

Deadline computation
 

To meet service agreements with customers, iTop automatically computes time to own (TTO) and time to resolve (TTR) deadlines. These deadlines depend on the service level agreements defined in the customer contracts. In the basic version of iTop there is no coverage window. The calculations assume a 24*7 service coverage.

The measured TTO is the time cumulated while the user request is not assigned. When the TTO deadline is passed, the ticket status is automatically changed to “Escalated TTO”.

The measured TTR is the time cumulated while the user request is neither pending nor resolved. When the TTR deadline is passed, the ticket status is automatically changed to “Escalated TTR”.

The computation of the deadlines depends on:

• The service level agreement defined in the customer contract for the selected service

• The priority of the user request

• The type of request

These are defined in the service level targets (SLT) corresponding to the service level agreement (SLA).

The deadlines computation is performed each time a modification is made on the user request.

When the cumulated TTO/TTR reaches 75% of the TTO/TTR deadline, then the user request is displayed in yellow. Once the deadline is passed, it becomes red.

Once the user request is resolved, deadlines and measures are kept within the user request. This can be used both for analyzing process issues and for reporting purposes.

The following information are recorded:

• TTO deadline (date and time)

• TTO cumulated (seconds)

• TTO passed (yes / no)

• TTO overrun (seconds)

• TTR deadline (date and time)

• TTR cumulated (seconds)

• TTR passed (yes / no)

• TTR overrun (seconds)