We ended up with something like the issue you have but I think this might help:
Response OLA: Start: 'Status' >= "New" Stop: 'Status' >= "Resolved" OR 'Status History.In Progress.TIME' != $\NULL$ OR 'Status' = "In Progress" OR 'Status History.Resolved.TIME' != $\NULL$ We also include an Exclusion if the Status = Pending but if you dont want to exclude that you can add that to the criteria. Basically it would stop the SLA from reopening since you can only set the Status History times ones and once its set that will mean the Stop criteria will hold for the ticket. Try this and let me know if this helps. 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 Viswanathan Balakumar Sent: Monday, July 07, 2008 3:43 PM To: [email protected] Subject: Re: Issue(?)\Question related to SLAs \ SLM Module ** Thanks for the info Lisa, Response OLA: Start: 'Status' >= "New" Stop: 'Status' >= "In Progress" We also have Resolution SLA: Start: 'Status' >= "Assigned" Stop: 'Status' >= "Resolved" The issue that I am facing is Response OLA getting reset when the Support group is changed \ the Priority is changed as detailed. Any sparks? ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Monday, July 07, 2008 2:28 PM To: [email protected] Subject: Re: Issue(?)\Question related to SLAs \ SLM Module What are your 'Start' conditions for the resolution milestone? If you have the start condition on 'TR.AssignGroup', for example, it would restart every time you reassign to another group. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Viswanathan Balakumar Sent: Monday, July 07, 2008 1:15 PM To: [email protected] Subject: Issue(?)\Question related to SLAs \ SLM Module ** HI ARSListers, This is an Issue (?) related to SLAs \ SLM Module. We have OLA Service Targets for Response based on the Priority and while testing various scenarios like changing the Priority, Changing the status, changing the Support date and etc are working fine except the below scenarios. 1) We have the Low Priority Incident and moved it to "In Progress" after the OLA is Missed, so the Status is "Missed" at this point; And then raise the Priority to "Medium" or "High" that even has less Response time, the SLA Status is reset to "Met". 2) Similarly, when we reassign the Incident to another support group, then Response OLA is getting reset, though its not configured to reset in the Data Source. I.E Have a Low Priority Incident; Met the Response OLA and then Reassigned to another group, the response OLA status moved from "Met" to "In Progress" Service Targets are already Met\Missed. (we no not want the OLA Response to be reset on Support group change). Not sure this is an Issue in SLM or that's how it's designed to do. Did any one faced or having any information related to these scenarios in SLM? Thanks in advance, VB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ [http://www.turingsmi.com/images/userworld2008.jpg] <http://www.bmc.com/userworld/> TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
