Hi all - Anyone know what sets the "SLA Responded" field in HPD:Help Desk (ITSM 8.1) to "Yes"? I can't find it in the documentation.
In SLM there's a pre-defined template for incident response. The value is considered true if SLA Responded = Yes. I've dumped all of the workflow on HPD:Help Desk to an export file and I've been searching for the field ID and going through workflow but it would be much easier if someone knows what the definition/process of setting that field to "Yes" is. I assumed it was something like a Work Log entry where the agent selected one of the types of them trying to contact a customer would flag it but it's not that simple - I tested that. Also, resolving an incident does not set that field to Yes. I assumed that would be true but it's not. William Rentfrow [email protected] Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
