Anne,
Are you sure you have your desired behaviour described correctly? That is the
critical part. Make sure you
really understand what you are trying to accomplish.
>From what you say your desired behavior is, you care about the situation where
>the status is changed to
critical from any status that is not critical whether new or modify. Nothing
else matters. The only thing
that matters is a change to critical.
In that case, the qualification would simply be
('TR.Status' = "Critical") AND (('DB.Status' != "Critical") OR ('DB.Status' =
$NULL$))
This says there is an assignment of the status to critical (the TR test) and
the current status in the DB for
this record is not critical and is not null -- the second part of the test for
not NULL is to cover the submit
case where there is no value and to make sure you don't get a problem with
relational algebra where if
status is NULL the test 'DB.Status' != actually returns FALSE because any test
with NULL unless testing
for NULL explicitly is not a match. This is exactly what your desired
behaviour is stating.
Now, from other comments, it looks like your desired behavior is actually more
than this. It also might
include opening from Resolved into some state other than resolved.
Fist, you need to go back and carefully define what your real desired behavior
is. The fact that the desired
state says Critical and the fact that your qualification does not include
critical is odd to me. Get the desired
behavior clearly and crisply defined and then you will have a better shot at
getting the qualification you
want defined correctly.
Now, going the next level, I am not really sure why SLM is involved in this
behavior. You seem to be just
trying to send a notice when something is changed to critical. Where is the
SLA? Why is the SLM module
involved at all here? What are you measuring? This seems like a simple
filter rather than an SLM
definition.
I hope this is useful,
Doug Mueller
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Ramey, Anne
Sent: Tuesday, August 03, 2010 11:28 AM
To: [email protected]
Subject: SLM Qual advice
**
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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