Is there a way to configure service targets not to restart once the goal has been met for the first time?
SLA restarts every time the criteria is met and overwrites the record in SLM:Measurements form. We currently measure our incident response time when Status >= "Assigned". The clock stops when status = "In Progress". If the ticket gets reassigned, the status goes back to "Assigned" and the SLA restarts again overwriting the initial response time in SLM:Measurements. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
