I understand what you are saying here and can work with it. The customer hasn't yet said they want to handle re-opening (but they will), but with the guidance you've provided below, I think I can get it working. Thank you!
Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mueller, Doug Sent: Tuesday, August 03, 2010 2:53 PM To: [email protected] Subject: Re: SLM Qual advice ** 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 *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
