Thanks Roger! ")
Jase
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Wednesday, September 06, 2006 4:05 PM
To: [email protected]
Subject: Re: Multiple Groups with different Business Time Tags using same SLA.
1. create an entry in Business time for each group with their hours and any
offset from your server
2. create a filter on the helpdesk form that will populate the time fields
on the form with the groups time and offset. be sure the filter fires prior to
the SLA being set.
3. this will only work on the initial create if the group is changed the
SLA stays attached. If you need this to change additinal WF would be
needed.
-----Original Message-----
From: [EMAIL PROTECTED]
To: [email protected]
Sent: Wed, 6 Sep 2006 4:40 PM
Subject: Multiple Groups with different Business Time Tags using same SLA.
**
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Hello
Listers,
Please excuse my SLA newbie
questions. I recently was assigned SLA Module 6.0 Out of the Box
and don't know how to overcome some of these obstacles and have an important
Demo in the morning.
Problem:
We have multiple groups
each with different business time tags that want to use the same SLA. Only
one business time tag entry is allowed on an SLA. How can I overcome
this?
How can I configure an SLA
so that groups with different business hours tags can use the same SLA? Do I
just create multiple SLA's referencing each business time
tag?
Is offset hours the
answer?
How do I overcome a a virtual group spanning multiple
time zones using the same business time tag of 8am-5pm?
Ex. I don't want a group member in eastern time to
"lose three hours" if a case with SLA in progres is created in
Pacific Time and Eastern Team Member has gone home for the
day.
Some teams also operate on
different business hours within the same time zone and I want them to be able to
use the same SLA, but with different business time tags.
Thanks in
advance!
Jase Brandon
Remedy
Administration/Development
Customer Support
Systems Group
Desk - (615) -
320-4494
Cell - (334) -
318-5426
[EMAIL PROTECTED]
ARServer
6.3
Help Desk 6.0
SLA
6.0
