I am having trouble getting an SLM qualification to do what we need. In the
SLM manual, it says that you may need to use TR fields in your qualifications
to get the desired behavior. This implies you can use the DB fields as
well...but I can't see that working properly.
Desired behavior:
Have a notification go out (to interested parties) when a ticket is saved with
a priority of critical (either from new or from another priority).
Current Qualification:
'Status' >= "Assigned" AND 'TR.Status' < "Resolved" AND ('DB.Priority' !=
"Critical" OR 'DB.Status' = "New" OR 'DB.Status' >= "Resolved")
Current actions: This works fine for new incidents saved directly into
critical, and for tickets that are moved back from resolved into an open
status, but not for incidents that are saved as another priority first.
I don't understand why the 'DB.Status' >= "Resolved" and 'DB.Status' = "New"
appear to be working, but the 'DB.Priority' != "Critical" does not. I've also
tried using 'DB.SLM Priority' with the same results. What am I missing here?
Thanks,
Anne Ramey
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