Microsoft AD guy here, recently thrust upon Remedy administration and here is my current problem.
I am using Remedy Service Desk 7 and I guess SLM 7 as well, I do not know how to verify this. I have hacked my way through SLM and writing SLM's and business hours and just when I thought I had it all figured out I realized I have a few SLM's triggering at times that I did not intend on. Here is one example - SLM Main screen - SLM Title - Pending Tickets Applies To - incidents Goal Type - Incident Response Time Terms and Conditions tab - 'Contact Company' = "My Companies name" AND 'Company' = "The applicable division" AND 'Status' = "Pending" AND 'Assigned Group ID' = "SGP000000000013" Goals and Cost tab - Hours - 120 Business Entity - This is selected and does work. Measurement tab - Start When - 'Status' = "Pending" AND 'Assigned Group ID' = "SGP000000000013" Stop When - 'Status' != "Pending" AND 'Assigned Group ID' != "SGP000000000013" Milestones tab - I am pretty sure most of this is correct so I will only note the questionable Execute if - 'Status' = "Pending" ***** The Issue****** So my problem is that if I have an incident that is assigned for more than 120 hours, and then is changed to pending, this SLM immediately triggers. What I would want to happen is that once the incident is set to pending, the 120 hours starts from the minute this change happens (Business schedules applicable). Having a very amateurish understanding of coding I can see that there is some logic issues with this SLM, however I just do not know the specifics of this application to pick the fix out. Any help from the experts would be greatly appreciated. Umm if you happen to run into some AD/SMS/SCCM issues I will gladly return knowledge. Thanks NP -- View this message in context: http://www.nabble.com/SLM---Help-Creating-a-SLM-for-Pending-Incidents.-tp16801743p16801743.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
