Any comments? Cheers,
Alejandro De: Alejandro Canon Enviado el: Lunes, 26 de Septiembre de 2011 10:27 Para: '[email protected]' Asunto: Old Question - About SVT Grouping and Multiple SVT for INC's Assigned Group Listers, I know my question could be a little bit silly and probably it was answered but I want to ask you "again" for SLM 7.6.04 (my apologies...) If you want to measure time where an Incident ticket is assigned to a specific group (OLA), independently of incident's status, should you use in SVT' Start Condition 'Assigned Group' = "<Name of Assigned Group>" and Stop Condition 'Assigned Group' != "<Name of Assigned Group>"? We want to measure two kinds of metrics: - SVT for SLA End to End (means from "Assigned" to "Resolved" Status") - SVT for OLA for each assigned group working in the incident (means every time incident is reassigned to a new group an SVT should be attached and started, and previous assigned group should stop its related SVT) In the meanwhile incident ticket stills Assigned or Work In Progress. We want to use SVT grouping and SVT' fields Reset Goal for Same Request = "No" and Allow Service Target to Re-Open = "Yes." Any advice you can give me would be really appreciated. Cheers, Alejandro _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
