We have a similar issue with priority changes. If the incident was in Medium and the response target was met then as far as we are concerned response is met. If we determine it should have been low, it shouldn't start another SLT for Low. Met is met. If it was missed at medium because as in the example below the 2 hours had passed, should it actually just recalculate when it is moved to low to see if there is possibly some more time to met the low goal? In other words.. for priority changes, I'd like to see it recalculate the time rather than detach/reattach and all that goodnes..
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-------- Original Message --------
Subject: Re: Need advice: Change how SLM's are getting detached
From: "Weigand, John" <[email protected]>
Date: Thu, January 27, 2011 10:40 am
To: [email protected]
Terje,
The behavior you describe is correct. Once a Service Target has completed processing it will not be removed from the ticket. The reason is this: the service level goal that was being tracked has either been Met or Missed and that metric should remain attached to the ticket. In your example, the ticket was Critical and the service level commitment was in place at that time. If the SVT is not Met then the ticket should accurately reflect that this is the case. Even if it was truly a "High" ticket, then it should have been acted upon (and changed to "High") within the Critical timeframe.
E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. If you get a Critical ticket and it takes 2 1/2 hours for someone to look at it, then you have failed to address that ticket in time. If, however, you look at the ticket in 1 1/2 hours and determine it is a "High" ticket and change it accordingly, then the Critical SVT will detach and you will have bought yourself 2 more hours to address the ticket.
So, you cannot detach Met or Missed SVTs, only ones that have not hit their goal time.
Thanks,
John
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Terje Moglestue
Sent: Thursday, January 27, 2011 8:30 AM
To: [email protected]
Subject: Need advice: Change how SLM's are getting detached
I got a request to change how SLM's are detached - I am struggling to find the right solution.
Problem:
The incident got a set of SLM's attached. The support engineer changes some of the conditions for the SLM - therefore an new set of SLM will attach. Let's say the support engineer updated urgency from Critical to High. The critical service targets is already attached to the incident. After the change of urgency you got two sets of service targets attached.
Old service target will be updated to detached but only of the old service target is not met or missed. Here comes the problem. We want all service targets to be detached not only those how have not met their due date.
This sounds like a simple change. Of some reason I am unable to find the right solution. I have done some logging and looked into the workflow - but I can not find the right place to make the change.
Any suggestions?
ARS 75p7, ITSM 75p1
Thanks,
Terje
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