That's really helpful Jiri, thank you! 1. I have gone throught he settings as you suggest, and it wasn't too far a drift.
o Reset Goal for Same Request? = Yes (was No) o Allow Service Target to Re-Open? = No (was Yes) 2. I have now created the Groups and associated Service Targets as you suggest, as they were not defined before. The manual confirms the Reported Date+ is used for SLAs as they attach when the incident conditions like priority change. 3. The SLA Due Times using assigned groups with different business hours, are not correct. Not sure if I have wrong settings or if there is a bug here. I can provide more detail on this. 4. When the priority or assigned group (different business hours) changes, is it normal to see the previous SLAs getting met (or missed goal) and remaining visible on the table field? Is there a way to show only the latest SVT Title at anyone time 5. Following on from 4. When the assigned group changes and business hours change, the customer would like to see just one SLA present, rather than one or more "Met" and the latest "In Process" - Is this possible? 6. Also when new SLAs attach when priority changes, Progress is "Attached" and not "In Process". This is despite the Start Condition is 'Status' >= "New" for Resolution, and 'SLA Responded' = "No" for Respond. This is unexpected and a little strange! Any thoughts on this would be very much appreciated. Best regards Mike On Thu, May 20, 2010 at 3:33 PM, Jiri Pospisil < [email protected]> wrote: > ** > > Mike, > > > > If that is the case, I can only think of checking/trying some of the > following settings: > > - In data source Start Time for Request-Based SVTs = Reported > Date + > > - on service target > > o Use Start Time as defined on the Application form – blank > > o Business Schedules – Use on App Form ticked > > o Group – Team Response (this you would need to define as a new group > and it may be this setting that makes the time carry on rather than start > from beginning again) > > o Reset Goal for Same Request? = Yes > > o Allow Service Target to Re-Open? = No > > > > Regards > > Jiri > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Mike Buck > *Sent:* 20 May 2010 15:17 > *To:* [email protected] > *Subject:* Re: ITSM7.5 Incident SLAs > > > > ** > > Thank you Jiri, I really appreciate the time you took to respond. > > > > I actually tried something very similar to what you suggest, and made > the "Reset Goal for the Same Request When": > > > > 'TR.Assigned Group ID' != $\NULL$ > > > > and this works OK for the first group, but when I reassign to the next > group with different (or the same) hours, the Due Date is too early, and I > have no foggy idea why this is? I have double checked my data etc. > > > > Its possible that my settings are not correct, or that I am doing something > wrong somewhere. Either that, or ITSM7.5 has a bug? > > > > Thank you again for your response. > > > > Kind regards > > Mike > > On Thu, May 20, 2010 at 2:51 PM, Jiri Pospisil < > [email protected]> wrote: > > ** > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > Please Read The Disclaimer At The Bottom Of This Email > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > > > Mike, > > > > We are only on SLM 7.1, but we do something very similar here. > > What you seem to be missing is setting on the Data Source called *Reset > Goal for Same Request When*. > > We have this set to > > 'TR.Assigned Group' != $\NULL$ AND 'DB.Assigned Group' != $\NULL$ > > > > This way it resets the target every time the assignee group changes, but > not on incident submission. > > Hope this helps. > > > > Jiri Pospisil > > > > Remedy Specialist > > LCH.Clearnet <http://www.lchclearnet.com/> > > > > > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Mike Buck > *Sent:* 20 May 2010 14:30 > *To:* [email protected] > > > *Subject:* ITSM7.5 Incident SLAs > > > > ** > > > > Hi > > > > Does anyone know how to configure things so that the SLA re-attaches when > it's re-assigned to another group? The new group's business hours (new > group's Business Entity) should be used in calculating the new SLA Due Date. > > > > Currently Response and Resolution SLAs get attached to Incidents using the > Reported Date as the start time, and SLA Due Dates get calculated correclty > against the group's business hours/hols. The group's business hours/hols > are defined in Segments, and associated with a Business Entity with the > Entity Title matching the Group ID e.g. SGP000000001234. SLA/OLA Type Data > Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. > > > > Your help would be very much appreciated. > > > > Kind regards > > Mike > > > > PS. The documentation says a lot but lacks the clarity. > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > ************************************************************************************************* > > > > This email is intended for the named recipient(s) only. 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