Mr T.,
I asked myself the same question some time ago, but
answered it only partially. I am blessed with a place
that isn't nice enough to let things slide just
because you happened to be off having fun or sleeping,
so I'm good for now. :)
ABOUT BUSINESS TIME 2.0
------------------------
First see page 388 of ARS 7 "Config guide" for general
information about "Business Time 2.0".
There now are much more flexible options to define
schedules compared to the good old business
workdays/holidays scheme. But it also means that if
you are simply looking for what the good old stuff
could do for you, it's more complicated.
In short, in the new scheme of things:
--you define workdays as "level 1" Business Time
Segments (segments) (Duration Type=Recurring).
--you define holidays separately as "level 2"
segments. (Duration Type=Recurring, Recurring
Type=Specific Dates)
--you optionally define level 3 segments for any other
availability or unavailability. You couldn't do this
in old scheme of business workday/holiday forms, and I
am guessing you're not interested in this.
Then you tie these segments together to one "Business
Time Entity". The entity name is now equivalent to a
combined business time/holidays tag that you know of.
This entity name is what shows up as a selection on
your SLA's Service Target (more later).
BUSINESS TIME SCHEDULES IN SLM
-------------------------------
See chapter 4 of SLM 7 Configuration guide and page
266 of SLM User guide for more info, but I got lost
few times reading them, so here's some info for you.
Doing what's described in User guide, which is what I
explained above and what I detail below, will let you
relate a fixed schedule to one service target.
I was able to do this by going to:
App Administration Console->Custom Configuration
tab->Service Level Management->Configure Business
Time->Shared Entity/Segments.
Doing so will take you to "Business Schedule" form
where you can see "Business Time Entitiy" and
"Business Time Segments". Create "entities" and
"segments" from this form.
First create your entity.
To create "business time segments", you go to the
second tab. Ok, segments are a scary looking
creatures, but you can set basic info to get what the
old business time/holidays forms did for you based on
the info above about levels. You will need two
separate segments one each for level 1 and 2 to work
as workday and holidays.
Then from the second tab, relate the segments to your
entity.
Then the entitiy will show up as an option in your
Service Target's "Goal and Cost" tab's 'Business
Entity' field menu.
CAVEAT, IF YOU WANT VARIABLE SCHEDULE BASED ON
TICKET'S VALUES
--------------
If you want more flexibility...to have a service
target use a different schedules based on the nature
of the ticket (say based on assigned groups, each
having a different schedule), the above method won't
work.
In this situation, the intended design is that on your
service target's "Goal and Cost" tab, you check the
"Use on App Form" checkbox to indicate that the
schedule is to be obtained from the "ticket" form or
the ticket record.
However, I ran into these issues:
(1)If you check this box when creating service target,
after you save it, it's no longer checked. It doesn't
retain the value.
(2)After you've created the service target, this
checkbox is grayed out. Can't check it any more.
(3)Even if I was able to save this field as checked,
it's not clear what in the ticket form is looked at by
SLM code. For ITSM 7 modules, such as for incidents, I
would assume SLM would look up the associated group's
schedule, but that's just my wish.
I've gotten no resolution on this one. I should have
run this by BMC, but haven't.
HTH. Kind of.
--- "T. Dee" <[EMAIL PROTECTED]> wrote:
> I have setup a basic SLA from the Service Level
> Management Console and it works.
> The problem i'm having is i'm not sure how or where
> to setup the hours of
> operation and the holidays.
>
> Can someone help me.
>
> I looked at "Business Time Segment", but I am not
> quite sure about it - I don't
> see any where to configuration holidays and business
> hours.
>
> Any help / suggestions are greatly appreciated.
>
> Thanks!
>
>
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