Thanks very much for the info. In this instance there is 1 business entity per SLA, and 1 SLA for each country. Each business entity contains 2 time segments, 1 for office hours, and 1 for holidays (Available & Unavailable). Both entities use the same timezone for that region.
This is where I lose the plot..... there are only a limited number of timezones in the time segment drop down. 1. Does anyone know if this covers Daylight Savings for each & every country? 2. How can I be sure I have chosen the correct timezone for a specific country? Is there a list somewhere showing which timezone should be used for which country? A country list showing GMT/UTC is available from a search engine, but there seems no way to map these back to Remedy timezone values in many cases. If someone could answer these questions, then the full understanding will be complete! Mike On Thu, Sep 13, 2012 at 8:59 PM, Goodall, Andrew C <[email protected]> wrote: > ** > > I believe that the calculations are done by the business rules engine, > i.e. slmbrsvc.exe on windows > > > > The business rules engine runs on the server, so it uses the DST logic on > the server whether unix or windows, so as long as your server is patched > and up to date with latest OS patches then you should be good to go. > > > > The SLA just needs to contain the appropriate business entity in “Goals > and Cost” à Business schedule, and it is here you could have the problem. > > > > If you have one SLA but multiple business entities then you can’t hard > code the entity in the SLA it needs to be dynamic value “use on App Form” > à see App Admin Console à Service Level Management à Data Sources > àMSP/Business Time > à Fields For Business Time. Otherwise you would need an SLA per business > entity if you’re going to hardcode it. > > > > Regards, > > > > *Andrew C. Goodall* > > Software Engineer > > Development Services > > [email protected] > > *jcpenney* > > 6501 Legacy Drive > > Plano, TX 75024 > > jcp.com > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Mike Buck > *Sent:* Thursday, September 13, 2012 2:42 PM > *To:* [email protected] > *Subject:* SLA Targets and Daylight Saving Time (DST) > > > > ** > > Hi All > > > > I am hoping there are some experts out there who are familiar with how > this is implemented (ITSM 7.6.04). > > > > As we know building an SLA requires the need for Time Segments: Available > (office hours) & Unavailable (holidays). Time Zone (i.e. GMT+2) is set in > the Time Segment for the Requesters Country in question. > > > > Time Segments are then association with a Business Entity, and the > Business Entity is finally associated with the SLA. > > > > > > These are some of my questions: > > > > 1. How does Remedy take care of DST in specific countries? > > > > 2. How does it know, assuming it does know, which DST offset to apply and > when? > > > > 3. Does anything need to be configured for DST so that it gets applied to > the SLA Target? > > > > Thanks very much > > > > Mike > > > > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > The information transmitted is intended only for the person or entity to > which it is addressed and > may contain confidential and/or privileged material. If the reader of this > message is not the intended > recipient, you are hereby notified that your access is unauthorized, and > any review, dissemination, > distribution or copying of this message including any attachments is > strictly prohibited. If you are not > the intended recipient, please contact the sender and delete the material > from any computer. > _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"
