I guess I could have been a little more specific when I sent out this message. We have 5 SLM service targets and all of them have the following line in the qualification
AND ( 'Service Type' != "User Service Request" ) With that being said we have a number of Incidents that are Service requests that have service targets attached to them. We are on AR Server 7.1 patch 4, ITSM Applications 7.03 patch 8, SLM 7.1. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -----Original Message----- From: Lisa Westerfield [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 12:12 PM To: Begosh, Kevin Subject: RE: SLM issues with HPD:Help Desk Ah, sorry.. should have been more specific. Open the SLM Console, Service Targets tab and open a service target that you believe should have fired on an incident and didn't. You should be able to tell from the title of the service targets that are set up whether or not it should apply to your 'Service Restoration' incidents. The main qualification criteria of the service target will tell you when it gets attached to an incident. You'll might see something like 'Service Type' = "Service Restoration" AND 'Priority' = "High". Copy that qualification and send it to me. The approach I would take is to look at an incident that I felt didn't attach to an SLA as expected, and make sure the qualification criteria of the service target matches the incident. Let me know if you need more info to find this. Thanks - Lisa -----Original Message----- From: Begosh, Kevin [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 10:38 AM To: Lisa Westerfield Subject: RE: SLM issues with HPD:Help Desk What information did you need, I am not a SLM "Expert" so I am not sure what you need when you say qualification. Do you mean from the SLM console. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -----Original Message----- From: Lisa Westerfield [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 11:29 AM To: Begosh, Kevin Subject: RE: SLM issues with HPD:Help Desk Environment Details Windows 2003 server BMC Remedy Action Request System 7.1.0 patch 002 BMC Remedy Assignment Engine 7.1.0 patch 001 BMC Remedy Approval Server 7.1.0 patch 002 BMC Remedy Email Engine 7.1.0 patch 002 BMC Remedy Flashboards 7.1.0 patch 002 BMC Atrium CMDB 2.1.00 patch 001 BMC Remedy Incident Management 7.0.03 patch 7 BMC Remedy Problem Management 7.0.03 patch 7 BMC Remedy Administrator 7.1.0 patch 002 BMC Remedy User client 7.1.0 patch 002 Mid-Tier is version 7.1 patch 2 Java JDK and JRE are Sun version 1.5.0_15 J SP Engine is WebLogic 9.2 -----Original Message----- From: Begosh, Kevin [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 9:17 AM To: Lisa Westerfield Subject: RE: SLM issues with HPD:Help Desk What version are you on, SLM, AR Server, ITSM Applications? Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 10:14 AM To: Begosh, Kevin Subject: SLM issues with HPD:Help Desk I have implemented this and I have not seen this particular problem. Can you send me your service target qualification? Begosh, Kevin wrote: > > I am having some issue with SLM coloring and HPD:Help Desk. We have > SLM defined so that it only fires for User Service Restoration > incidents and not Service Request. Recently we started having issues > in that some of the incidents are being colored when they are service > requests and they are not suppose to. Also User Service Restoration > incidents are showing up without colors when they are suppose to have > colors. Has anyone ever had any issues with this. We recently > upgraded to AR Server 7.1 patch 4 and Incident 7.03 patch 8. If > anyone needs more information please let me know. > > > Kevin Begosh, RSP > > Tech Ops > > Enterprise Business Services > > 301-791-3540 Phone > > 410-422-3623 Cell > > [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > > > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > Quoted from: http://www.nabble.com/SLM-issues-with-HPD%3AHelp-Desk-tp20462075p2046207 5.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
