Thank you all!!!!
I have worked in other problems and i have not do tests in this sla issue, yet.
But, thank you for the responses...
Lee, your email seems correct, i think and test about this..
Best regards.
2006/10/16, Lee Phillippi <[EMAIL PROTECTED]>:
The "Terms and Conditions" need to be based on criteria that does not
change. If the value of a Terms and Conditions field changes, the SLA will
not apply and SLA will not have the opportunity to Stop When or Exclude
When. It will keep running, notifications will be sent, etc. You need to
move everything in your Terms and Conditions into the Start When field.
Then add the negative of the Start When criteria into the Exclude when
field. This will put the SLA into pending if the value changes. If it
changes back, the SLA timer will continue where it stopped. You don't want
to use the Stop When field for this because it won't restart the SLA if the
value changes back. This would create a loop hole allowing employees to
stop the SLAs all together by changing the priority or assigned to group
for just one second. You also need this to allow legit issues that are
bounced back and forth. Once the SLA stops it will not start again or
create a new SLA. Your Terms and Conditions need to be based on values
that do not change - customer type = gold, company name = X, etc.
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