4. EXCEPTIONS › 4.3 Detailed Exception Descriptions › 00252: Prime-Time TSO User Short Service Objective Missed

00252: Prime-Time TSO User Short Service Objective Missed

FILE              TSO User Activity File
SAS FILE NAME     DAYS.TSOTSU01
SOURCE LOCATION   sharedprefix.MICS.SOURCE(DYTSOEXC)

SEVERITY          Critical      (SEVERITY='C')
MANAGEMENT AREA   Service       (MGMTAREA='SERVICE')

PURPOSE      Identifies the hours during prime time when a
             user's response time did not meet the
             installation defined short response service
             objective.

RATIONALE    An installation can set a service objective for
             users as a percent of all short responses which
             will be completed within a certain time.
             Setting the service objective this way
             recognizes the importance of consistency of
             response, which is not reflected in an average.

DEFINITION   This exception is detected when an individual
             user's short response for an hour falls below
             the installation objective.

EXCEPTION    The SAS statements identifying the exception
STATEMENTS   situation and describing the condition are
             stored in the source member named in SOURCE
             LOCATION and are described below:

************************************************************;
*
**  00252
**  PRIME-TIME TSO USER SHORT SERVICE OBJECTIVE MISSED
*;
SECONDS=seconds;
OBJECT=percent;
EVENTS=number-of-responses;
_PCTRESP
PERCENT=SPCT;
IF (PERCENT + .5) < OBJECT
 AND TSUSRESC > EVENTS
 AND (DAYNAME='MON' OR DAYNAME='TUE' OR DAYNAME='WED'
      OR DAYNAME='THU' OR DAYNAME='FRI')
     AND (HOUR >= 08 AND HOUR <= 17)
 THEN DO;
   EXCCODE='00252'; SEVERITY='C'; MGMTAREA='SERVICE';
   EXCDESC1=
   'PRIME-TIME USER SHORT SERVICE OBJECTIVE MISSED';
  EXCDESC2='OBJECTIVE ' || PUT(OBJECT,3.) || '% WAS ' ||
       PUT (PERCENT,3.) || '% WITHIN ' ||   PUT (SECONDS,3.)
       || ' SECONDS';
   LINK HIT;
END;

THRESHOLD     Modify the values of seconds and percent to
MODIFICATION  define the installation service objective (the
              percent of responses within a certain number of
              seconds), according to the following
              conventions:

    seconds     The number of seconds in the service
                objective is specified.  An objective of five
                seconds would appear as:

                   SECONDS = 5

    percent     The target percentage that is associated with
                the seconds given above (e.g., 90% within
                five seconds) would appear as:

                   OBJECT = 90

    number-of-responses  The minimum number of short response
                         events for which this exception is
                         to be considered would appear as:

                            EVENTS = 1000

    prime time    The hour range and days of the week to be
                  included in the exception are specified.
                  The hour of the day must be within the hh1
                  through hh2 range.  Prime time specified as
                  8 a.m.  through 6:59 p.m.  (18:59) would
                  appear as:

                     AND ( 8 <=HOUR AND HOUR<= 18 )

                  The days of the week are represented by the
                  first three characters of their names.
                  They must be enclosed in quotes and
                  separated with ORs.  Prime time specified
                  as MONDAY through FRIDAY would appear as:

         AND (DAYNAME='MON' OR DAYNAME='TUE' OR DAYNAME='WED'
              OR DAYNAME='THU' OR DAYNAME='FRI' )