Not sure I fully understood your requirements.. but this may help
123 = groupID of your Service Desk
Start when: ('Status' >= "New" AND $\GROUPS$ LIKE "%123%") OR ('Status' >=
"New" AND ‘Assigned Group' = "Service Desk/Operations")
Stop When: ('Status' >= "In Progress") OR ('Status History.In Progress.TIME' !=
$\NULL$)
Marcelo Martinez
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Furtado, Lou
Sent: Thursday, September 26, 2013 3:05 PM
To: [email protected]
Subject: Re: SLM Operator Woes
**
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]<mailto:[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
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