Me neither, so I made it up as I went along. We are using Estimated Resolution Date as a Start Date and Required Resolution Date as an End Date for scheduled outages, further defining those as Service Type = Infrastructure Event (to be displayed in Kinetic Calendar as scheduled outages). They are entered manually or by a Kinetic Request service item. We see some of our groups using Required Resolution on User Service Requests as a target date to complete the service request, and as such they are not the same as the Goals set by service targets in SLM, which are very generic across our primary customer group and vary with priority and service type (documented on our web site). We will probably add the Required Resolution Date to some of our other Kinetic Service Items as they evolve, pushing it directly into the Incidents to identify issues that have a time constraint.
In our current setup, the fact that SLM sets Estimated Resolution Date from the first Service Target (some of the time, not always), which happens to be Incident Response, not Incident Resolution, is actually an error, but typical of the quality of the SLM to Incident Management "integration." Have you been able to see a pattern in when SLM (or something) sets Estimated Resolution Date from the first Service Target goal date, versus when it is left blank?? I have not. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LisaD Sent: Wednesday, May 28, 2008 3:42 PM To: arslist@ARSLIST.ORG Subject: SLM - What sets the Required Resolution Date? I have not found documentation to explain the Estimated Resolution Date or the Requried resolution Date on an incident. I see that the estimated resolution date pulls in the first service target's goal date, and that you can manually put in a required resolution date on creation but that's it. Any ideas? Thanks - Lisa ----- Lisa W [EMAIL PROTECTED] -- View this message in context: http://www.nabble.com/SLM---What-sets-the-Required-Resolution-Date--tp17 521299p17521299.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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
