Gavin, We're in the process of moving from ITSP 3 to ITSM 7 as well. It was my responsibility to convert our 150 OLAs to Service Targets in ITSM 7. First, I would really recommend the BMC SLM Web Based Training courses that are offered from their website, both the Basic and advanced. Second, the thing to remember is that when you build a milestone you are actually building a filter on the help desk form. So yes you can do that. You can do it 1 of 2 ways.
1) Create a template for it under the Custom Configuration 2) When you specify the Milestone (when it is to occur) a. When you pick the Action it would be a Custom-->Set Fields b. Then specify the field and the value. HTH Matt P. 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"
