Hi Maus,
When loading the SLA 6.0 it is important that you load all the patches for it. There are many workflow errors in the module OOTB. The next thing to be aware of is that the status Missed Goal is a status value added in version 6.0 (I cant recall it in 5.6 although I could be wrong). To me Missed Goal is the same as In Process but I have passed my SLA Due Date. Missed is the status given when the SLA has been completed and has Missed its SLA Due Date. Now having said this the most important thing is the Status of Missed Goal If you have your SLAs set up in groups and SLAs change if the priority changes you would expect the new SLA (created when you changed the priority) would inherit details from the current one and the current one would disappear. This does in fact happen and is what goes on in the filter guide SLA:Measurement:TakeOver. However if you look at the filter SLA:Measurement:TakeOver_Lookup you will see that the set fields if qualification is as follows. ( 'SLA_Main Group' = $SLA_Main Group$) AND ( 'Application_InstanceID' = $Application_InstanceID$) AND ( 'SLA_InstanceID' != $SLA_InstanceID$) AND (( 'MeasurementStatus' = "In Process") OR ( 'MeasurementStatus' = "Pending") OR ( 'MeasurementStatus' = "Attached")) Thus it does not pick up data from an SLA with a measurement Status of Missed Goal. So if you change priority of a call and the current SLA on that call has this status you will end up with 2 slas running. The original which will never complete as the finish criteria has changed (priority is now different) and a second one which will finish, eventually, with a status of Missed or Met. However it will have started at the wrong date/time which will be based on the priority change rather than when the call was logged. Finally, the notification issues you are having could relate to a fault in the ownership take over where when it deletes the original SLA and its notifications (if there are any) it also deletes the new notifications as well leaving you with none. This is fixed in patch 1498. Brian Bishop _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mau Remedy Sent: 04 July 2007 02:59 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"
