Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
Dayville, CT 06241
(860)779-2800 Ext:32380
Happy late New Year!
The question I have is in a Ticket we show the SLA Due Date and other
things run off this date and the problem is when the Ticket is put into
a pending state the time will stop and the Due Date will not update.
What I am trying to do is to have the Due Date update while it's in
pending so the time will be updated to reflect the pending state.
So if a SLA is Due Date is 12/28/2006 9am and the ticket is put into
pending for 3 hours I'm trying to have it update say every hour so it
would keep pushing out the due date while it's in pending.
I was thinking of an Escalation that would update the SLA Measurement
form by looking for any record showing a pending state ( I would a new
field to show this was run on this record) and change it to Work In
Progress and that change it right back and clear the other field.
But I don't think this will update the ticket just the due date in this
form.
But even if I did this a 3am each day and it worked it would be better
that the due date being static for 3 weeks or so.
SQL
6.3
Server 2003
Any comments would be great since I'm still only been doing this less
then 2 years
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
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