I'm working through some changes for our service targets within our SLM module and I've started to uncover some things that are happening that I swear worked differently in our previous version. We are currently on 8.1.01 and I have just a generic Service Target (I've switched out our internal language with ITSM sample data:
Applies to: Incident Goal Type: Incident Resolution Time Terms & Conditions: 'Contact Company' = "Calbro Services" AND 'Priority' = "Low" Single Goal of 240hrs (we use the reported date on the INC form as the Start Time) Measurement Criteria: We use the OOB Defined template of: Start When: 'Status' >="New" Stop When: 'Status' >= "Resolved" Exclude: 'Status' = "Pending" AND 'Status_Reason' = 13000 Set Warning Status at 80% Reset Goal for Same Request = No Allow Service Target to Re-Open: Yes In my use case, my service target as a target of 240hrs. Let's say I resolve the incident within 2hrs, where my target is then met based on my criteria. What I have found is that if I re-open the incident let's say after 1 hr of it being resolved, when I re-open the incident, the SLM target is then adjusted by an hour. In essence, the hour that the ticket was spent in a resolved status is being excluded from the measurement when it is re-opened. I was thinking that in 7.6.04, the time was not adjusted and the time spent in a resolved status was applied to the measurement. Has anyone else ran across this, or is there anyone still using a version prior to 8 that can confirm? If I am going crazy, and this functioned the same in previous versions, does anyone have thoughts on how I could work around this issue? If our techs really wanted to workaround the SLM timer, they could basically keep moving the incident to a resolved status when they weren't working the ticket to continue moving out the SLM target date. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
