Dear ARSList, ARS Version : 7.1.00 Patch 006 SLM Version : 7.0.03
We are facing some issues in SLM 7.0.3, like to check any of you have any information\experienced this issues: 1) When the Incident is created in Pending state directly, the SLA status is moved to Pending state but after 15 min (15 is the Goal set for this SLA) the Status is getting changed to “Missed Goal” which causes the SLA to Missed though it’s in Pending state. The SLA is configured to Exclude Status = Pending. It Appears this issue is fixed in SLM 7.1 patch 002 . 2) This issue is related to the First one, the Milestones for the SLAs are also firing though the Status is Pending. This is happening even the Incident is created with any other state (New\Assigned) and then moved to Pending as well. I think we need to add the “Exclude if” condition in the Milestones also. Will that help ? 3) While calculating the Compliance for the Monthly review period, the Compliance is not considering the Incidents that are in Met state, its counting only the Missed records. In Development Server this is getting calculated correctly but not in production. But the Service target\SLA configuration is the same in both the servers. Appreciate your help and please let me know if you have any related information. THANKS ARSList!! Thanks, Viswa _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
