With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll post this again here in case any of the SLM gurus are here (not working for BMC and limited to BMCDN).
After several days of reading and then building service targets, agreements, contracts, etc., on my development server, I have not been able to find answers to several questions: 1. When trying to export service targets or agreements, I select one or all of them, provide the path and filename for the output and the log file, and click Export. I get a message that it is exporting: Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu server file path. (ARNOTE 45195) Message: Export Started. Wait until Export finished and check Log File - C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196) The preceding message occurred during the execution of active link SLM:Export:Submit -- action 1. (ARNOTE 1101) I click on OK, and the SLM Export Utility abruptly closes. No files or logs are output. The docs and help file say this: In the File Path/Name field, enter the required path and the name for the file to which you want to export service targets, for example, c:/temp/filename.arx. The file is saved on the server where SLM is installed. Define the server you want to export from. You must enter the user id and password. There is no place to enter a server, userid, or password, and if it is supposed to be part of the path and file (of which there is the example above), there is no example of the syntax to use for those entries. Are the docs and help file incomplete? Does this utility even work, or is it a fake? Has anyone gotten it to work, ever? 2. In Configure Data Sources, selecting the Incident Management-installed HPD:Help Desk source, in the Request-based Settings tab, no value has been selected for any setting except Start Time. What should the others be set to, or will setting them "break" the OOTB integration the installer created? In particular, how would I add the capability for "Reset Goal for Same Request" correctly? The docs talk about custom apps but not how to modify the OOTB integrations installed by ITSM7. 3. The same Data Source is set to MSP=No. If I am going to need separate SLAs for our 25 some-odd distributed support areas, which have separate operational companies, what is the proper way to partition SLM to do that? The docs are unspecific. BTW, our customers are all in one customer company, with membership in two others (employees and students) for another purpose. Only support staff reside in the operational companies. They support one or more customer organizations with subordinate departments. I can imagine needing separate SLAs for each customer organization and its support company, and OLAs between different customer support companies. How do I set up MSP for this (or will it even scale to do OLAs between companies if I turn it on??)? So far I have only created one business time entity with three segments for the whole campus. All of the operational companies have schedules and holidays defined the old way, as part of their support group definitions. Any ideas on any of this, or am I off the map here?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
