I have some weirdness with 7.1 I want a Service Target to do the following: 1.) Only apply if the issue is assigned to group "X" 2.) Give 2 hours to group "X" to move the Incident along 3.) Once the Incident is no longer assigned to group "X" - or if it is resolved - it is "Met". 4.) Group "X" can receive the Incident multiple times in the lifetime of the Incident. This should result in a new 2-hour window each time for group "X" to do their thing. So, I created a Service Target + SLA where.. 1.) Single Goal/Cost of 2 hours 2.) Terms and conditions say (in short) 'Assignee Group Id' = "<Group X ID>" and 'Customer Company' = "<Our Company>" AND 'Company' = "<our Company>" 3.) Start When = 'Assignee Group Id' = "<Group X ID>" AND 'Status' < "Resolved" 4.) Stop When = 'Assignee Group Id' != "<Group X ID>" OR 'Status' >= "Resolved" 5.) Reset Goal for same request = "Yes" 6.) Allow Service Target to re-open = "No" When I assign the Incident to the Group the ST attaches correctly and time starts counting down. When I re-assigning the Incident to another group the ST goes into a status of "Detached" instead of "Met". When I re-assign to group "X" after that a new instance of the ST attaches (correctly) to the Incident - but again, if once again re-assign the incident it goes to a status of "Detached". In fact, any time I do not use the pre-defined templates for the ST's Measurement Criteria the ST just goes to "Detached" instead of "Met". What gives? Anyone run into this? I've tried a number of different permutations of the config and this is the closest I can get. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227
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