Thanks to everyone for your help! I really appreciate it! Warren
On Fri, Jan 2, 2009 at 2:51 PM, Shafqat Ayaz <[email protected]> wrote: > ** 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<http://toolbar.aol.com/spinner/download.html?ncid=emlweusdown00000020>. > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > -- Warren R. Baltimore II Remedy Developer 410-533-5367 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
