I have not played with 7.6 yet (so excuse my comment if it doesn't apply).. ..in ITSM 7.0.03 you had an "Exclude" statement in each service target.. is that not the case in 7.6? it was located under the "measurement" tab of the service target..
Can you define it as 'support group' != "Group A" OR 'Status' = "Pending" (assuming you also want to exclude Pending time).. Marcelo From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chris Danaceau Sent: Friday, October 29, 2010 8:42 AM To: [email protected] Subject: Service Target Behavior SLM 7.1 vs. 7.6 ** I have essentially the same Service Target built on 7.1 and 7.6. It's attached to a particular Support Group (Group A). For Measurement, Reset Goal for Same Request = "No" and Allow Service Target to Re-Open = "Yes." The setting to 'Use Start Time as defined on the Application Form' is NOT checked. In 7.1 when the ticket is assigned to another group then back to Group A the original goal time remains the same. In 7.6 the goal is adjusted to account for the time the ticket was assigned to a different group (and thus Detached). Does anyone know if the behavior for measuring changed in 7.6 to account for these differences in behavior? My requirement is to pause the measurement when the Incident is not assigned to Group A. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
