Warren As far as I am aware and I have been learning about the SLM Module as well is: The start time is either the Reported Date or Submit Date which ever you have used in your qualification. All other times are based on the field you use as the Status field. So you can find out all the times from the Status history field, or calculate it from the HPD:Helpdesk form, from the Resolved Time - Start Time. Let me know if this answers your question. thanks shafqat
--- On Fri, 1/2/09, Roger Justice <[email protected]> wrote: From: Roger Justice <[email protected]> Subject: Re: SLA's - ITSM 5.5 To: [email protected] Date: Friday, January 2, 2009, 4:46 PM ** SLAs are either met or breached so the time to complete is not needed. -----Original Message----- From: Warren Baltimore <[email protected]> To: [email protected] Sent: Fri, 2 Jan 2009 10:39 am Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is "Resolution Time" with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Get a free MP3 every day with the Spinner.com Toolbar. Get it Now. __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"
