It depends on how many groups you want to measure. If only a handful then sure, you'll need to add an SLA measurement for each support group.
If many, then I would not measure this in an SLA in SLM but rather use the incident assignment logging and produce reports based on those metrics. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com <http://www.jcp.com/> ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Alejandro Canon Sent: Tuesday, September 27, 2011 7:54 AM To: [email protected] Subject: RV: Old Question - About SVT Grouping and Multiple SVT for INC's Assigned Group 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 _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ <font face="monospace"size="-3"><br>The information transmitted is intended only for the person or entity to which it is addressed and <br>may contain confidential and/or privileged material. If the reader of this message is not the intended<br>recipient, you are hereby notified that your access is unauthorized, and any review, dissemination,<br>distribution or copying of this message including any attachments is strictly prohibited. If you are not<br>the intended recipient, please contact the sender and delete the material from any computer.<br> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
