Calculating response and resolution time

The scheduled response and resolution time values of the case are calculated automatically based on the conditions specified in the service contract. On the case page, special indicators display either the remaining time till the resolution or the overdue time if the scheduled date has already passed.

Response and resolution time calculation

The [Scheduled response time] and [Scheduled resolution time] fields on the case page are calculated automatically. Let's review the sequence of steps when calculating the response time. The resolution time is calculated in the same manner.

On the [Services] detail of the service contract page, the [Response time] field contains the date when the case is supposed to be assigned the “In progress“ status. Here you can also select a specific service calendar if it is different from the calendar of the service contract. In this case, the specified calendar will be used when calculating the response time. Otherwise, the response time will be calculated according to the base contract calendar.

Response time is calculated as follows:

• If the time is specified in calendar time units (for example, “Calendar days: 3” or ”Calendar hours: 8”), then the response deadline is determined by adding the response time to the date when the case was submitted. The system scheduling is based on the local time of the current user. For example, if a case is registered on the 1st of the month at 12:00 am, and the response time is 8 calendar hours, the response deadline is set to the 1st of the month at 8:00 pm.

• If time is specified in working time units (for example, ”Working days: 2” or ”Working hours: 6”), then the calculations will be according to the service calendar. The registration date is converted to the local calendar time. If it falls on non-working time, the start of the next working time interval is used. To determine the planned response deadline, the system sums up this date with the response time and the non-working time interval. The resulting value is converted to the time zone of the current user.

Note

The time zone of the current user is determined by the browser settings. If the browser local time is not set up, the calendar time zone will be determined by the local time of the server that the ITIL service application is deployed on.

For example, a case is registered on the 1st of the month at 10:00 am. The response time is 6 working hours. The working time of the case calendar – from 9:00 am till 1:00 pm and from 2:00 pm till 6:00 pm. The time zone of the case calendar is corresponding to the time zone of the current user. In this case, the response deadline will be set to the 1st of the month at 5:00 pm.

Let's review the case if the user is located in another time zone. For example, the case is registered on the 1st of the month at 12:00 am. The response time is 3 working hours. The time zone of the case calendar – “GMT +7“, the time zone of the service team – “GMT +3“, and the 1st of the month is a working day. The working time of the case calendar – from 9:00 am till 1:00 pm and from 2:00 pm till 6:00 pm. In this case, the registration date in the time zone of the service team is on the 1st of the month at 8:00 am. Based on the working time, the response deadline will be set to the 1st of the month at 12:00 am, so in terms of the user time zone, the response deadline is set to the 1st of the month at 4:00 pm.

Note

Resolution time is calculated in the same manner, based on the value of the [Resolution time] field of the service page in the service contract..

Overdue/remaining time indicators

On the case page, there are special indicators that show the progress in processing the case. They are available next to the [Scheduled response time] and [Scheduled resolution time] fields (Fig. 119).

Fig. 119 Overdue/remaining time indicators

The view of the indicator depends on the current case status and its compliance with the planned processing time frame.

Depending on the timeliness of resolving the case:

• Prior to the scheduled date, the indicator is green and displays the remaining time.

• After the scheduled date, the indicator is red and displays the overdue time.

• If the overdue time exceeds 14 days, the indicator looks like “> 14 d“.

Depending on the case status:

• If the actual time isn't filled in and the case is neither in the final nor in the pause status (for example, it is being processed), the overdue/remaining time indicator is displayed.

• If the actual time is filled in (for example, the case is resolved), there are two options:

a. If the actual value is less than the planned value (the case has been processed within the planned time), the indicator is hidden.

b. If the actual value exceeds the planned value (the case is overdue), the indicator is displayed yet the clock is stopped.

• If the case is in the pause status (for example, a user respond is awaited), the indicator is hidden. When the case processing resumes, the indicator is displayed and keeps counting.

Note

The checkbox for the final status, as well as for the pause status, is selected in the [Case statuses] lookup.