...and the integration points between SLM and Incident Management are half-baked and undocumented, but with a little work (and a number of issues opened with support), you can get it working and it does run reliably. Most of the bugs have been fixed in 7.1 patch 001, but a number of them will require unreleased hot fixes from support. Compared to the aremail engine, at least the SLM escalations are rock solid!
The SLM templates that install with the ITSM 7 integrations will be part of your problem - they were not completed and were poorly designed, so you may have to rebuild them and add new ones for response goals. I don't recall seeing any for closing incidents since there is an ARS escalation for that, but that does not mean that you couldn't create custom SLAs with milestone actions that close your resolved incidents on varying criteria. You would just have to disable the default close escalation(s). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Coleman, Gavin Sent: Friday, November 14, 2008 9:35 AM To: [email protected] Subject: Query about SLM module for ITSM 7 ** Hello Listers. We are in the process of moving from ITSP 4 to ITSM 7 and are currently in the gap analysis phase. In ITSP, we can configure SLA Events to for example Auto Close Help Desk tickets. I've looked through the documentation for the SLM module (that was fun! It's nice and clear ;-)), but don't think there is anything that's similar. Could somebody who uses the SLM module confirm this. I know there is an escalation that fires on the HPD:Help Desk and closes tickets after 15 days of being Resolved, but this is across the board whereas our current SLA Events enable us to configure these per SLA. I'm really just looking for some confirmation about this! BTW - do you recommend any of the ITSM training courses? Currently, we're getting by by reading the documentation, but the SLM module is looking complicated! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ********************************************************************** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ********************************************************************** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
