Hi Teresa,
I am testing now.
Basically I start when 'Priority' != $NULL$
Stop when 'Status' >= "Resolved"
So I added start when Priority != $NULL$ AND 'Status' <= "Resolved"
Stop when 'Status' >= "Resolved"
________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of TeresaSFannin
Sent: Sunday, November 30, 2008 3:34 PM
To: [email protected]
Subject: Re: SLA Measurement
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
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