Hi I am wondering if anyone has come across this before?
An SLA attaches to an Incident and the Due Date does not take into account business hours for the assigned group, when viewed from the incident. However, looking at the workflow log, this filter fires: SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX This sets the SVTDueDate to a value using the correct Business Entity, and seems take business hours into account. No in depth analysis has been done at this point. APPLICATION SETTINGS ARE AS FOLLOWS: Service Level Management > Configure Application Settings > Data Sources -----> MSP/Business Time, SLA/OLA Type Reference Field = Assigned Group ID (for HPD:Help Desk) & MSP = No Service Level Management >Configure Business Time> Shared Entity/Segments -----> In the Business Entity Entity Title = SGP00000000xxxx (Group ID) This has an association with a Level 1 Time Segment providing M-F business hours. This is also used in the filter mentioned above. In the Service Level Management Console The Service Target has been built successfully with the following settings: Use Start Time as defined on the Application Form (this is configured as 'Reported Date+') Use on App Form tick box selected for the Business Entity I am wondering if this is known problem, or do I need to change some settings? --------------------------------------------------------------- Incident Management 7.5.01 patch 001 Service Level Management 7.5.00 patch 001 Windows Server 2003 --------------------------------------------------------------- Thanks very much Mike _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
