Thanks Shashidhar, This is more what I was looking for. I've also noticed that there is "missed" as well as "Missed goal", not sure why the difference. Also, in some case there are more than 2 entries attached - ie. When a ticket is changed from low to medium. I remember in 7.0.03 I had to create an SLA group... this may still be the case.
Thanks, Marcelo From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of shashi gowda Sent: Tuesday, December 11, 2012 11:22 AM To: [email protected] Subject: Re: [EXTERNAL] SLM 7.6.04 ** 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]<mailto:[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]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Martinez, Marcelo A Sent: Tuesday, December 11, 2012 10:02 AM To: [email protected]<mailto:[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 _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
