You may need to build it - via configuration of SLA, you also need the SLA engine installed
Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited 2 Julius Avenue, North Ryde NSW 2113, Australia T +61 2 9113 9435 M +61 458 592 245 [email protected] <mailto:[email protected]> au.fujitsu.com <http://au.fujitsu.com> From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanner, Lorraine Sent: Thursday, 13 December 2012 10:53 AM To: [email protected] Subject: Re: [EXTERNAL] SLM 7.6.04 ** I'm looking for a similar report and am unable to locate HPD:HelpDesk_SLA in my current Remedy. Is there a different version of it for 7.5.00 (Patch 004)? From: Action Request System discussion list(ARSList) [ mailto:[email protected]] On Behalf Of Stroud, Natalie K Sent: Tuesday, December 11, 2012 1:07 PM To: [email protected] Subject: Re: [EXTERNAL] SLM 7.6.04 ** Marcelo: On Missed and Missed Goal: the Progress goes to Missed Goal when you've missed your incident service target but the incident is still open. It goes to Missed once the incident gets set to Resolved or Closed. I have not investigated how this applies to the other modules. You see two sets of service targets if you change the priority because from SLM's perspective, you've just assigned brand new service targets to the ticket - the service targets for the initial priority get set to Detached. I believe the Response service target can also get set to Detached if you create the ticket in In Progress or Pending status (you should double-check that, though - it's been a while since I got this deep into Analytics SLM stuff and it may just set it to Attached). Another case to look at is what the resolution service target does if you resolve a ticket, then basically reopen it by setting status back to Assigned, In Progress, or Pending. When I said we could pull the information out of our Analytics reports, I didn't necessarily mean we have a report that does exactly what you're asking for; rather I just meant that we have the ability to calculate response and resolution targets separately. Fields you want to look at in Analytics specific to SLM that will help you calculate what you are looking for include Field Name What It Is Choices Service Target identifies the name of the service target from SLM Whatever you've named them in the SLM module Goal Identifies the type of service target Incident Response Time Incident Resolution Time (not sure about choices for the other modules) Progress Identifies where in the SLM process the service target in question is Attached Detached Not Started Missed Missed Goal Breached Met Response Status Identifies the response status of a response service target Response Met Response Breached Resolution Status Identifies the resolution status of a resolution service target Resolution Met Resolution Breached SLM Status Identifies the overall SLM status of the ticket Within the Service Target Service Targets Breached You'll have to make a decision about what to do in cases where Progress = Detached - I can see value in filtering those out, at least in some cases. There is also a setting in the SLM module called Allow Service Target to Re-Open that you set per service target that plays into how all of this works. I know we set all of ours to Yes. Good luck! 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 10:39 AM To: [email protected] Subject: Re: [EXTERNAL] SLM 7.6.04 ** 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]> 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 _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _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"
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