We had the same reports with our SLM 7.03 application used with Incident from ITSM 7.02 patch 005. There is actually a bug on BMC's site about this with this description (SW00285338). SLM 7.0.3 - If a record is logged where the SVT is immediately in Pending, and the goal passes before the status has changed, then the SVT shows Missed Goal (and later Missed) Do you have this version? If not then Im not sure if for some reason it surfaced with your Remedy SLM 7 version.
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, March 05, 2008 10:55 AM To: [email protected] Subject: SLA problem- ticket missed SLA that doesn't seem like it should have ** Hey everyone- ITSM 7.0 patch 6 Windows server SQL DB I got an email this morning about a ticket that missed an SLA, but it doesn't look like it should have. The SLA is for resolution of a Priority 3 (Urgency) ticket. The time for the SLA is 45 hours. The clock starts when the ticket is submitted and ends when it is resolved/closed. It excludes tickets where ('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver Action") OR ('Status_Reason' = "Client Action Required") OR ('Status_Reason' = "Client Hold")). The ticket was open several days from open to close, but all of that time except 4:53 was "Pending". If it matters, this ticket did legitimately miss the initial response SLA of 1 hour, but I see no reason why the response and resolved SLAs should be linked. Here's the information about the SLA: Terms: 'Priority' = "3-Medium" AND 'Company' != "TfT" AND 'Service Type' != "User Service Request" AND 'Resolution Category' != "Customer Responsibility" AND 'Incident Association Type' != "Duplicate" Delete: 'Status' = "Cancelled" OR 'Company' = "TfT" OR 'Resolution Category' = "Customer Responsibility" OR 'Incident Association Type' = "Duplicate" OR 'Service Type' = "User Service Request" Start when: 'Status' >= "New" Stop when: 'Status' >= "Resolved" Exclude: ('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver Action") OR ('Status_Reason' = "Client Action Required") OR ('Status_Reason' = "Client Hold")) The ticket in question was created 2/11/08 at 12:12PM. 2/11/08 at 4:52pm it went into "Pending" 2/12/08 4:31pm it went to "In Progress" 2/12/08 4:54pm it went back to "Pending" 2/21/08 5:02 pm the ticket was "Resolved" My first guess was that the active link that sets the field Status_Reason (which is a hidden field) wasn't working, but it seems to be. I'm considering taking that part out of the qualification since it's required to put a status reason when the status is pending and those are the only options anyway. Has anyone had any problems like this? I don't know if this has happened more than this time, but we only meet that SLA 93.4% of the time according to the system. Thanks, Chris Moore __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
