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====== Service Entitlements ======

Author: Michelle McCausland

===== Introduction =====

The Service Entitlements (Service level agreement) feature is a process in the IDMS to allow for the automatic grouping and severity escalation of Alarm generated tickets.

The process uses information gathered from the Alarm itself and the Knowledge-Base to determine how to group tickets and to determine which values to use to perform outage percentage calculations that drive the escalation.


 The service entitlements feature update tickets in two separate steps:

1. Tickets under the same hub are grouped together

2  It performs the outage calculations and updates the ticket priorities.


For ticket grouping, tickets on the same hub opened in the last 45 minutes are considered.

For changing the ticket priority, the Service entitlements looks for open service impacting tickets on elements tagged as "isIncludedForEntitlementsDowntime" within the same network identifier, independent of the time frame, and consider them as "Down Elements". 
It then compares the percentage of "Down Elements" to the threshold and changes the ticket priority accordingly.

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===== DB Object Model =====

The majority of the database tables related to service entitlements (SE) are found in the SNMP Manager.

service_level_agreement - This table is used to denote the network_identifier associated with this service level agreement (SLA) configuration.

The rest of the tables begin with "service_level_agreement".

It can be useful for you to learn how these tables join together. 

To see some of this in action, take a look at the service entitlements form on Extenet QA Ticketer. 


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===== Code =====
The groovlet can be found at https://idmsqa.errigal.com/Ticketer/groovlet/show/8375


Most of the relevant SNMP manager code can be found in the classes ServiceLevelAgreement.groovy and RemoteTicketCreator.groovy  

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===== Ticket Grouping Scenario =====

12:00 - Ticket 123456 comes in and an outage start date is set to 45 minutes ago (11:15). All relevant tickets created in the last 45 minutes are retrieved for grouping. 
	
12:30 - Ticket 456789 comes in and an outage start date is set to 45 minutes ago (11:30). All relevant tickets created in the last 45 minutes are retrieved for grouping. 123456 is included.
	
12:46 - Ticket 987654 comes in and an outage start date is set to 45 minutes ago (11:46). All relevant tickets created in the last 45 minutes are retrieved for grouping. 123456 & 456789 are included.
	
1:00 - Ticket 99999 comes in and an outage start date is set to 45 minutes ago (12:15). All relevant tickets created in the last 45 minutes are retrieved for grouping. 456789 & 987654 are included.
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