I want to track performance for the Incident and the Service Desk. The Service Desk has an SLC of 15 minutes to escalate a Priority 1 or 2 Incident. I am willing to change any of the Statements as long as I can measure that time and execute alerts when that does not happen to the Service Desk Manager. I welcome advise and if there is a better way to do this by all means I would like to know. I have done this with other tools but this is my first time with Remedy.
Lou From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Roger Justice Sent: Thursday, September 26, 2013 1:00 PM To: [email protected] Subject: Re: SLM Operator Woes ** Normally the Start When would greater than or equal to assigned. Also whay are you including the Service Desk, do you want to track them or the Incident? The same question for you second qualification why are you only tracking a group and not the Incident. There are two ways to track an Incident OOTB, Response and Resolution. You need to determine if the response is for the Service Desk. THe most important answer is that by making the changes I am suggesting will allow the SLM to work and the other information you are trying to control will be repotable. -----Original Message----- From: Furtado, Lou <[email protected]<mailto:[email protected]>> To: arslist <[email protected]<mailto:[email protected]>> Sent: Thu, Sep 26, 2013 3:53 pm Subject: SLM Operator Woes ** Admittedly I am new to working with the backend of Remedy. Started using the product in 1993 but recently I fired up the SLM Module (Version 7.5). I have been able to get Business time to work and have actual SLA and OLA commitments working. I have looked at the SLM Dashboard and it now seems to be working. This is all in a Development environment. Email alerts take place as intended and overall I am pleased with the results. But now the bad news, it seems that when the Service Desk or other support group do a direct assignment to another support group that the OLC or SLC measurements become detached and the triggers do not fire off saying the condition has been met. Only when status changes do the correct triggers fire. Admittedly I am a rookie in this space and probably have mucked things up but I sure would appreciate some guidance in what is wrong. Here is how I have configured the measurements (This all relates to the Service Desk: Start When: Assigned Group' = "Service Desk/Operations"AND 'Status' = "Assigned" – By default the Incident record goes to the Service Desk but their process is to assign directly to another group if they know who it is. When they assign directly the SLC “Detaches. When it is reassigned to them the trigger starts again. If the Service Desk acknowledges the Incident by changing the status from assign to another status and saves the Incident the SLC is “Met. Stop When: 'Status' = "Pending"OR 'Status' = "In Progress"OR 'Status' = "Closed"OR 'Status' = "Resolved"OR'Assigned Group' != "Service Desk/Operations" – the trigger works for the status change but will not work for when the Assigned Group is not the Service Desk. What did I miss here – I really do not have anyone who knows Remedy at my company so I am looking for other resources. Thanks for any help you can give – I know I have made a bone head mistake somewhere. I did read the manuals though. Lou _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"
