Hi Marcelo, If I could answer to your question, There are two forms where you can find the type of SLA breach. For incidents its HPD:Help Desk_SLA and for change its CHG:Infrastructure Change_SLA. The fields in this form are hidden, you can do an advance search as per your requirement, can fetch the results. Create a report template so as to include these fields : SLM status, Measurement Status, Goal Char and Goal type. From these four fields it is possible to differentiate the Response and Resolution SLAs.
Note: Measurement Status will be 'Met' or 'Missed'. Two entries will be returned for a single ticket, one for Response and other for resolution. Hope this helps you Regards, Shashidhar On Tue, Dec 11, 2012 at 10:37 PM, Stroud, Natalie K <[email protected]>wrote: > ** > > Marcelo:**** > > ** ** > > Do you have Analytics at your site? Our service targets are identical to > yours and we are able to pull that information from the Analytics ITSM > universe. I unfortunately don’t know anything about how to pull that info > directly from a form. **** > > ** ** > > *Natalie Stroud* > > SAIC @ Sandia National Laboratories**** > > ARS-ITSM Tester**** > > Albuquerque, NM USA**** > > [email protected]**** > > ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008**** > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Martinez, Marcelo A > *Sent:* Tuesday, December 11, 2012 10:02 AM > *To:* [email protected] > *Subject:* [EXTERNAL] SLM 7.6.04**** > > ** ** > > ** **** > > Hello list,**** > > In our “old system” (ARS7.1/ITSM7.0.03), we could easily identify which > incidents breach one service target or both. SLM status was either “Service > Target Breached” or “All Service Targets Breached”.**** > > **** > > In 7.6.04, there is just “Service Targets Breached”. There is no way of > identifying which ones missed just one target unless you open each incident. > **** > > **** > > In our environment we have only 2 targets, response and resolution (one > each for Low, Med, High, Critical). Very basic targets.. just based on > Priority.**** > > **** > > I need to provide a report of which incidents missed 1 target versus both > targets. I’ve been looking at the SLM:Measurement form, but results are not > consistent.**** > > **** > > Any ideas? Thanks, > Marcelo Martinez**** > > **** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- Jst gimmee a Break.. -9964607234 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
