If you haven't gotten a reply to this already, Jon, the 7.1 SLM does not use business time - it uses business entities and time segments. You CAN use Business Time to set an escalation time in your form (HPD:Helpdesk or CHG:Change or whichever record you need to set your targets on) however you would have to write code to process the estimated time, so it is sort of a hybrid solution.
There is a KB article on defining business entities and time segments with your SLM targets: KM article 20003302 If you can't find it on the BMC site I'll try to hunt it down myself. My particular issue was getting the off-hours offset for multiple time zones, which required setting up multiple business entities all with different time zone offsets. I finally did do it, but I wrote a hybrid solution for it. But it does work! Jon Chau wrote: > > Hello Listers, > > Based on my experience, it appears that milestone actions that fire off of > service targets in SLM do not use business time. Example - I have a > milestone action that sends a notification 300% of Goal time from start. > Even though business time segments are configured to be available only > Monday-Friday from 8:00AM - 5:00PM, the action still gets sent out during > the weekend. > > Is this how it is supposed to work? If so, how would I configure my > milestone actions to not fire during the weekend/unavailable times? > > Thanks, > Jon > > SLM 7.1 patch 001 > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" > > -- View this message in context: http://www.nabble.com/SLM-Milestones-Not-Using-Business-Time--tp25462600p25472037.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
