Service targets criteria are only evaluated at submit or modifications on the original request. You must force an update on the request.
I solved it in the past, for a more complex requisite, using a scheduler. You can find a description at http://theremedyforit.com/2012/01/scheduling-actions-in-bmc-remedy-action-request-system/ My recommendation is not to use the date/time field at the incident, but to use a flag field that reports something like: "In Time" "Out of time". And have the scheduler to change the value at the desired time. To have one escalation running at every minute is a high CPU consuming task if the qualification is over the HPD:Help Desk form, but not for a almost always empty form. Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24**** Fax: 971 75 07 94**** <http://www.sm2baleares.es/>**** SM2 Baleares S.A. C/Rita Levi **** Edificio SM2 Parc Bit**** 07121 Palma de Mallorca**** <http://es-es.facebook.com/pages/SM2-Baleares/158608627954> <http://twitter.com/#!/SM2Baleares> <http://www.linkedin.com/company/sm2-baleares> La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato.**** P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. On Thu, Apr 26, 2012 at 09:13, Kali Obsum <[email protected]> wrote: > ** > > Hi,**** > > ** ** > > Has anyone tried using a time criteria in the Exclude When parameter of > Service Targets?**** > > We’ve created Service Targets wherein the Exclude When is defined as: **** > > *'Status' = "Pending" AND '<date/time field in INC form>' > $\TIMESTAMP$** > *** > > ** ** > > It works initially wherein when it satisfies the condition, the Service > Target is put on hold. However, if you don’t modify anything in the ticket > and you go past the value of the date/time field, it doesn’t put the > Service Target back to In Progress. You have to modify something in the > ticket first and save it before it would start counting again.**** > > ** ** > > Has anyone been able to make this work?**** > > ** ** > > Regards,**** > > *Kali* **** > > ** ** > > NOTICE > > The information contained in this email is confidential. If you are not > the intended recipient, you must not disclose or use the information in > this email in any way. If you received it in error, please tell us > immediately by return email and delete the document. We do not guarantee > the integrity of any e-mails or attached files and are not responsible for > any changes made to them by any other person. > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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