Rabi - thank you very much - this helped alot!!!!! Quick question - when I did holidays I used Level 2 and I select Recurrence Type as "Specific Dates" and I did the following:
12/24/07;12/25/07;12/26/07 The problem with this is this will have to be modified every year or I can put the holidays in for the next 10 years. Is there another way to do holidays? THANKS!! Ty -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Thursday, November 15, 2007 3:25 PM To: [email protected] Subject: *****SPAM***** Re: Question: SLA/SLM - Business Hours / Holidays 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: [Hide Quoted Text] > 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! > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ----- End forwarded message ----- Received: from apotex.apotex.ca (apotex.apotex.ca [209.29.196.10]) by webmail.bellhosting.com (Webmail 2.0) with HTTP for <[EMAIL PROTECTED]>; Fri, 16 Nov 2007 12:08:55 -0500 Message-ID: <[EMAIL PROTECTED]> Date: Fri, 16 Nov 2007 12:08:55 -0500 From: "Tyrone Dee" <[EMAIL PROTECTED]> To: [email protected] Subject: RE: Question: SLA/SLM - Business Hours / Holidays MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Disposition: inline Content-Transfer-Encoding: 7bit Rabi - thank you very much - this helped alot!!!!! Quick question - when I did holidays I used Level 2 and I select Recurrence Type as "Specific Dates" and I did the following: 12/24/07;12/25/07;12/26/07 The problem with this is this will have to be modified every year or I can put the holidays in for the next 10 years. Is there another way to do holidays? THANKS!! Ty -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Thursday, November 15, 2007 3:25 PM To: [email protected] Subject: *****SPAM***** Re: Question: SLA/SLM - Business Hours / Holidays 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! > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ----- End forwarded message ----- _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
