We wrote a bespoke side solution to get over this problem - had it from 6.3 days but still appropriate at 7.6.04.
Basically we created 2 forms to contain various combinations of 'criteria' which are searched for a hit. Criteria being Customer, Op Cat, Prod Cat, Location, VIP, Priority and SLA Type (Response/Resolution). The forms also contain the Business Time applicable. The tables are searched from detailed to general, i.e. populate all search fields first then drop field values (is a controlled order) until a hit is made; there is a final default of 6mths to always get a hit (normally on customer). The result of the search provides a 'Name' for the SLA to be applied. Actually the search is performed 4 times; twice for long and short Response targets and twice for long and short Resolution targets. These tables are appropriately indexed to ensure rapid 'find'. The Name and Business Time is stored on the Incident form. We rewrote the Service Targets to only look for the 'Name'; i.e. T&C would = 'SLAResponseA="1 Hour Response"'. This meant that we only have a list of approx. 100-150 generic targets i.e. 1 hr, 2 hr, 6 hr etc. The result is that when we on-board a new customer we add 'criteria' to the tables only i.e. a data load. We occasionally add a new SVT buts is pretty rare. The solution works well and still allows us to create 'special' SVT's for vendors and team measurement. Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of bob lind Sent: Thursday, 10 January 2013 6:56 AM To: [email protected] Subject: SLA Service Targets ** Using ITSM 7.6.04 with SLM installed, I would like to set up a series of service targets that are ordered. For example: For an op cat that is a password reset use PasswordReset Service Target For any other op cats that are Account Management use Account Management Service Target For a customer that is a VIP use VIP Service Target For a customer where the incident is a High Priority use High Priority Service Target For anything that isn't in one of the above categories use a Generic Incident Service Target. The problem is that if more than one condition is true, then more than one Service Target will attach. There is probably a field on incident that tells if a service target is attached that could be used in the service target's conditional statement to prevent more than one target to be attached. But how do you order the attachment of the service targets? The underlying attachment filters all have an execution order of 700 and modifying that would be overwritten whenever the service target is rebuilt. Writing a conditional for "everything else" becomes kind of complicated (i.e. not a vip and not a password reset and not a high priority and not account management and not this and not that) and requires update whenever a new service target is created. Is there an easier way to do this? -- Bob Lind IT Jobs posted daily on klslconsulting.com _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"
