Hi All, We recently installed ITSM 7.6.04 with SLM have the following SLA goals set up.
Critical Respond: 15 minutes Critical Resolve: 4 hours High Respond: 30 minutes High Resolution: 8 hours. I created the incident with a critical priority and two SLM:Measurement records were created. One for Critical Respond and the other for Critical Resolved. So far so good. I then set the incident to in-progress which marked the Critical Respond Measurement Status as Met. I then moved back and forth between in-progress and pending to see how the times were calculated. Still good. My troubles began when after 45 minutes I changed the priority to High. The Critical Resolution changed to "Detached" which makes sense. A High Response record was created as Missed (30 min criteria), which does not make sense and a new High Resolution record was created. The time the incident was in a Pending status was not carried over. When I closed the incident, the Overall Elapsed Time is the same as the Up Elapsed Time. No account for the time pending. I have looked at my targets and read the config and user guides. Can't see what is not right. What am I missing? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
