Tim, Yes, I had that problem and it turned out that the Start Time was not being met. I want to start the SLA when Status was Assigned but sometimes the Incident was created if in a Pending State so the Start event was never met. I changed to < = to "Resolved" and my stop time was > or = to Resolved. That way I get a Measurement record every time. I exclude Pending as well. But by saying < = to "Resolved" the SLA will start even if the Status is Pending. It will start the SLA and then exclude the Pending Time. Then when you come out of Pending the clock will start again.
Teresa In a message dated 11/26/08 10:01:18 Central Standard Time, [EMAIL PROTECTED] writes: Hi All, Anyone have issues will SLM were overall stop time is missing. Trying to figure out when SLA's are met and the date is blank, this happens a lot and I need to get this resolved. Also another issue we are having, we excluded Pending, but when the Incident comes out of pending, the clock continues from original date of SLA. I want to exclude Pending time from the calculation. Any info would be great 7.0.1 p2, ITSM P4 windows 2003, sql 2000 Thanks Tim _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
