Thanks for the input DJHuang . I was hoping for something that wouldn't involve creating a new form (I've never done it yet) but it looks like I need to start learning how to do it.
What I was wondering was if it's possible to use SLM to push a value to the 'estimated resolution date'. My biggest problem is how would I get the calculated date? The work flow I'm thinking of goes like this: 1. An incident is created. It matches a service target (say 24 hours) for resolution 2. The 0% milestone would take the service target time (say, 24 Hours) and calculate the time of resolution by the reported date of the incident. So if the reported date was 1.10.07 5:12:46 PM the pushed value would be 2.10.07 5:12:46 PM. 3. This value would be pushed to the estimated resolution date field of the incident. Is there a way to have ARS calculate this? Or am I just going with the completely wrong approach? Thanks, Richard On Oct 18, 2:11 pm, DJHuang <[EMAIL PROTECTED]> wrote: > Hello, > > Pardon and correct me for typo or poor grammar if there's any. > I have similar situation but need to calculate based on user's site. > But I think it's not that different. > > You can create a form, keep the mapping in the form like: > Priority=High, ETA=1hr, EstResolved=2hr, something like this. > Then you need to compose a filter to calculate and push the value. > > 1. Create a filter when priority is modified or has been set a value. > 2. Use the value of Priority as keyword, lookup in the form you just > created, you get the ETA and EstResolved factor accordingly. > 3. Use Application-Bus-Time-Add sort of functions to calculate the > real ETA EstResolved date/time. > 4. Push the calculated value back to the incident ticket. > > Hope this could help a little bit. > > DJHuang > > 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > > > > > > Hi Everyone, > > > I've a situation right now where the IT Mangers are requesting that > > Remedy be able to calculate the estimated resolution date > > automatically based on the priority of an incident. As far as I know > > this functionality is completely missing from Remedy. > > > Does anyone have any experience with this type of requirement? If so > > how were you able to provide it? > > > The only thing I can think of right now is tying in the Service Target > > of the incident to the "estimated resolution date" field. > > Unfortunately I'm not sure how to tackle this. > > > All feedback and comments would really be appreciated. > > > thanks, > > Richard > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > > the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
