Well this has been solved with help from Doug Tanner.
Now Doug had some much better ideas and ways to do this but he has way
better ideas that I have talent :-)
Added a field to the HelpDesk form called sla update and add this to the
SLA_HelpDesk view form from Help Desk.
Run all Escalations and filter agents the SLA_HelpDesk form
2 Escalations are needed.
1. SLA:SLADueDateupdate01 RUN IF: 'Status' = "Pending" IF
ACTION: SET FIELDS: sla update: Value= "update"
2. SLA:SLADueDateupdate02 RUNIF: ( 'Status' = "Pending") AND
( 'sla update' = "done" ) IF ACTION: SET FIELDS: sla update: Value=
"done now"
2 Filters That run on Modify
1. SLA:SLADueDateupdate01'! RUN IF: 'sla update' = "update"
IF ACTION:
SET FIELDS: sla update: Value= "Done"
Push Fields: Push Value to: SLA:Measurement Push
Field if: ( 'SLA_InstanceID' = $SLA_InstanceID$) AND (
'Application_InstanceID' = $instanceId$) AND ( 'MeasurementStatus' =
"Pending")
Take no action
Modify All Matching Request
FIELDS: MeasurementStatus = In
Process ChildDnStopTime= $TIMESTAMP$
Goto : 1000
2. SLA:SLADueDateupdate02'! RUN IF: 'sla update' = "done
now"
IF ACTION:
SET FIELDS: sla update: Value= "Done now old"
Push Fields: Push Value to: SLA:Measurement Push
Field if: ( 'SLA_InstanceID' = $SLA_InstanceID$) AND (
'Application_InstanceID' = $instanceId$) AND ( 'MeasurementStatus' = "In
Process")
Take no action
Modify All Matching Request
FIELDS: MeasurementStatus = Pending
ChildDnStartTime= $TIMESTAMP$
Goto : 1000
I have this running at 3:45AM for the 1st Escalation and 3:50AM for the
second one.
I hope this makes sense to everyone and have a great weekend and Thanks
for the help!
Dan Caissie
Remedy Administrator / Developer
United Natural Foods, Inc
Dayville, CT 06241
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.
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