Rabi, don't have SLM here at UNCW, just ServiceDesk 7.
We wanted to report on the Responded Date, which we could see in testing
was not getting updated, just like you noticed.
So I created one new filter for form HPD:Help Desk that does update the
Responded Date
The filter executes on Submit and Modify and Execution Order is 528
The Run If is: ('Responded Date' = $NULL$) AND ('Status' > "Assigned")
There is one action: Set Fields, Server Name CURRRENT TRANSACTION
Read value from CURRENT TRANSACTION
Field Responded Date Value $TIMESTAMP$
if you need all that, hope it helps
Colin
ARS 7 ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Friday, September 28, 2007 5:10 PM
To: [email protected]
Subject: Re: SLA on Incident Management 7. No OOB workflow to set "SLA
Responded" field?
Rick,
That sucks.
I have consistently suggested to customers to forget about using ITSM's
SLA since my failed attempts at making sense of and using SLA 4. Three
versions later, you are telling me they have been adding bells and
whistles to this pretty boy, while the engine still sputters and the
body rattles. What a fun ride.
The power of shiny paint! Once while visiting a BMW plant, the host told
me cars sell for their paint. I thought he was kidding. But what do I
know?
Any specific issues with SLM 7 I should know about?
Wonder how many are using it in production.
--- Rick Cook <[EMAIL PROTECTED]> wrote:
> Rabi, there are still significant problems with SLM v7. It's a great
> concept, it's a great looking and well-thought out application, but
> the inner workings still have some holes.
>
> I guess what I'm saying is that it may not be a problem with something
> you did.
>
> Rick
>
> On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]>
> wrote:
> >
> > I have a simple SL agreement and a service target defined for
> > Incidents in IM 7.
> >
> > The "measurement" I used was the out of box
> "Incident
> > Response" which monitors the 'SLA Responded?'
> field on
> > the form to go from No to Yes.
> >
> > Nice of them to give me a measurement I can use,
> but
> > there is no workflow to set 'SLA Responded?' to
> "Yes"!
> > Ever! It's set to Yes during submission only for certain values of
> > 'Reported Source' (such as Web),
> but
> > during submission if 'SLA Responded' is "No", it
> is
> > never set to "Yes" no matter what happens on the incident.
> >
> > So I set status to InProgress and even resolve the ticket, but my
> > SLA is still in "In Process" and
> sure
> > enough the 'SLA Responded' is still No.
> >
> > Am I supposed to add my own workflow to manage
> this
> > field? I feel like they gift wrapped it pretty
> well,
> > but the gift if missing and I am being told to go
> buy
> > whatever the hell I want, with my own money.
> Bummer.
>
>
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