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Kevin, We had a similar issue where the SLM Status field on Incident records (which drives the colouring) was not being set correctly on some records. In our case, we always have 2 service targets attached to each incident, one for measuring response time and one for resolution time. The reason behind the incorrect setting of the SLA Status field was introduction of new service target status Warning (in SLM 7.1), which was not recognised by the workflow on the Incident form. The result was that if say on closure of the Incident one of service targets was in Warning, the Incident workflow ignored it when calculating SLA Status value and used only the other service target status for the calculation of the SLA Status field value. We were also offered the patch 9004, but after testing it I was not convinced that it was ready for going into production environment. Also, the patch changes the meaning of the colour coding, so it is not only technical fix, but also change in interpretation of the SLA Status field value. I ended up updating the workflow on the Incident form so that it recognises the Warning status. I also should mention that our configuration is different from yours - SLM 7.1, Incident 7.03 patch 7 and ARS 7.01 patch 7. Regards Jiri Pospisil IT Services LCH.Clearnet From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: 12 November 2008 15:15 To: [email protected] Subject: Re: SLM issues with HPD:Help Desk ** yes I have. They came back and said the fix was in patch 9004, but then they said not to install this because there has been issues with that. Has anyone seen this on their system and know why it is happening. We cannot pin point a reason, it seems to be happening very sporadically. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Wednesday, November 12, 2008 10:10 AM To: [email protected] Subject: Re: SLM issues with HPD:Help Desk ** You need to submit a ticket to BMC support. This was reported as a bug and I have not seen the fix being included in any patch. -----Original Message----- From: Begosh, Kevin <[EMAIL PROTECTED]> To: [email protected] Sent: Wed, 12 Nov 2008 10:01 am Subject: SLM issues with HPD:Help Desk ** 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]> __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ ________________________________ Instant access to the latest & most popular FREE games while you browse with the Games Toolbar - Download Now!<http://pr.atwola.com/promoclk/100000075x1212904500x1200818240/aol?redir=http://toolbar.aol.com/games/download.html?ncid=emlweusdown00000004> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ************************************************************************************************* This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify [EMAIL PROTECTED] The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services & Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com ************************************************************************************************* _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
