I don't see a "Missed Goal" in our SLAs (ARS 6.3, SLA 6.0). Is this in the SLA within the ticket?
On the SLA (via SLA-Main Console) are you "Tracking Assignment Responsibility" or Tab 4 Cumulative Performance? ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mau Remedy Sent: Tuesday, July 03, 2007 6:59 PM To: [email protected] Subject: Difference between "Missed" and "Missed Goal": Remedy SLA 6 ** Hello friends Long time since last posting. Here´s an easy one: We´ve been stuck with Remedy SLA 6.0 fundamental concepts, trying to understand the difference between "missed" and "missed goal", when monitoring attached SLAs in Helpdesk cases. SLAs are pretty straight forward, there are two different SLAs: Response and Resolution Time ... Term and Conditions include something like Impact=High and Priority=High, Goals include start measuring Response time when Status=Assigned and stop it when Status=WIP, in the other hand the second SLA goal starts measuring Resolution time when Status is WIP and stop it when it´s Resolved. Milestones include notifications to different users. Why is that two different helpdesk cases with the same data, sometimes show different SLA status, like Missed and sometimes Missed Goal, and sometimes we verify that milestones are not being met, notifications not sent. Please would you explain SLA status flow Thanks Maus __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
