Warren I put together a "Key" to help our reporting team figure out how to measure SLA times in our 5.5 environment. This is for Help Desk tickets but it may be instructive for your Change SLA as the measurement fields are generic. Application_InstanceID : HD0000002552416 - Case ID SLA Name : VenL2 - Resolve Medium MeasurementStatus : Met MeasurementDone : Yes MetMissed Amount : 37,130.00 - In Seconds ParentStartTime : 1/3/2006 7:24:09 AM - SLA Measurement Started ParentStopTime : 1/3/2006 1:41:21 PM - SLA Measurement Completed ParentTotalElapsedTime : 22,632.00 - Total Elapsed time for SLA (seconds) - Includes Exclusion time SLAMain_GoalTime : 39,600.00 - SLA Goal (in seconds) ChildDnStartTime : 1/3/2006 8:02:39 AM - Measurement Exclusion Start ChildDnStopTime : 1/3/2006 1:38:41 PM - Measurement Exclusion End ChildDnTotalElapsedTime : 20,162.00 - Total Exclusion Time
-- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Warren Baltimore Sent: Friday, January 02, 2009 10:39 AM To: [email protected] 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___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
