Re: SLM issues with HPD:Help Desk
You need to submit a ticket to BMC support. This was reported as a bug and I have not seen the fix being included in any patch. -Original Message- From: Begosh, Kevin [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 12 Nov 2008 10:01 am Subject: SLM issues with HPD:Help Desk ** I am having some issue with SLM coloring and HPD:Help Desk.? We have SLM defined so that it only fires for User Service Restoration incidents and not Service Request.? Recently we started having issues in that some of the incidents are being colored when they are service requests and they are not suppose to.? Also User Service Restoration incidents are showing up without colors when they are suppose to have colors.? Has anyone ever had any issues with this.? We recently upgraded to AR Server 7.1 patch 4 and Incident 7.03 patch 8.? If anyone needs more information please let me know. ? Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] ? __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM issues with HPD:Help Desk
yes I have. They came back and said the fix was in patch 9004, but then they said not to install this because there has been issues with that. Has anyone seen this on their system and know why it is happening. We cannot pin point a reason, it seems to be happening very sporadically. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Wednesday, November 12, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: SLM issues with HPD:Help Desk ** You need to submit a ticket to BMC support. This was reported as a bug and I have not seen the fix being included in any patch. -Original Message- From: Begosh, Kevin [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 12 Nov 2008 10:01 am Subject: SLM issues with HPD:Help Desk ** I am having some issue with SLM coloring and HPD:Help Desk. We have SLM defined so that it only fires for User Service Restoration incidents and not Service Request. Recently we started having issues in that some of the incidents are being colored when they are service requests and they are not suppose to. Also User Service Restoration incidents are showing up without colors when they are suppose to have colors. Has anyone ever had any issues with this. We recently upgraded to AR Server 7.1 patch 4 and Incident 7.03 patch 8. If anyone needs more information please let me know. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Instant access to the latest most popular FREE games while you browse with the Games Toolbar - Download Now! http://pr.atwola.com/promoclk/10075x1212904500x1200818240/aol?redir =http://toolbar.aol.com/games/download.html?ncid=emlweusdown0004 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM issues with HPD:Help Desk
I guess I could have been a little more specific when I sent out this message. We have 5 SLM service targets and all of them have the following line in the qualification AND ( 'Service Type' != User Service Request ) With that being said we have a number of Incidents that are Service requests that have service targets attached to them. We are on AR Server 7.1 patch 4, ITSM Applications 7.03 patch 8, SLM 7.1. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Lisa Westerfield [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 12:12 PM To: Begosh, Kevin Subject: RE: SLM issues with HPD:Help Desk Ah, sorry.. should have been more specific. Open the SLM Console, Service Targets tab and open a service target that you believe should have fired on an incident and didn't. You should be able to tell from the title of the service targets that are set up whether or not it should apply to your 'Service Restoration' incidents. The main qualification criteria of the service target will tell you when it gets attached to an incident. You'll might see something like 'Service Type' = Service Restoration AND 'Priority' = High. Copy that qualification and send it to me. The approach I would take is to look at an incident that I felt didn't attach to an SLA as expected, and make sure the qualification criteria of the service target matches the incident. Let me know if you need more info to find this. Thanks - Lisa -Original Message- From: Begosh, Kevin [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 10:38 AM To: Lisa Westerfield Subject: RE: SLM issues with HPD:Help Desk What information did you need, I am not a SLM Expert so I am not sure what you need when you say qualification. Do you mean from the SLM console. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Lisa Westerfield [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 11:29 AM To: Begosh, Kevin Subject: RE: SLM issues with HPD:Help Desk Environment Details Windows 2003 server BMC Remedy Action Request System 7.1.0 patch 002 BMC Remedy Assignment Engine 7.1.0 patch 001 BMC Remedy Approval Server 7.1.0 patch 002 BMC Remedy Email Engine 7.1.0 patch 002 BMC Remedy Flashboards 7.1.0 patch 002 BMC Atrium CMDB 2.1.00 patch 001 BMC Remedy Incident Management 7.0.03 patch 7 BMC Remedy Problem Management 7.0.03 patch 7 BMC Remedy Administrator 7.1.0 patch 002 BMC Remedy User client 7.1.0 patch 002 Mid-Tier is version 7.1 patch 2 Java JDK and JRE are Sun version 1.5.0_15 J SP Engine is WebLogic 9.2 -Original Message- From: Begosh, Kevin [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 9:17 AM To: Lisa Westerfield Subject: RE: SLM issues with HPD:Help Desk What version are you on, SLM, AR Server, ITSM Applications? Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 12, 2008 10:14 AM To: Begosh, Kevin Subject: SLM issues with HPD:Help Desk I have implemented this and I have not seen this particular problem. Can you send me your service target qualification? Begosh, Kevin wrote: I am having some issue with SLM coloring and HPD:Help Desk. We have SLM defined so that it only fires for User Service Restoration incidents and not Service Request. Recently we started having issues in that some of the incidents are being colored when they are service requests and they are not suppose to. Also User Service Restoration incidents are showing up without colors when they are suppose to have colors. Has anyone ever had any issues with this. We recently upgraded to AR Server 7.1 patch 4 and Incident 7.03 patch 8. If anyone needs more information please let me know. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Quoted from: http://www.nabble.com/SLM-issues-with-HPD%3AHelp-Desk-tp20462075p2046207 5.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM issues with HPD:Help Desk
++ Please Read The Disclaimer At The Bottom Of This Email ++ Kevin, We had a similar issue where the SLM Status field on Incident records (which drives the colouring) was not being set correctly on some records. In our case, we always have 2 service targets attached to each incident, one for measuring response time and one for resolution time. The reason behind the incorrect setting of the SLA Status field was introduction of new service target status Warning (in SLM 7.1), which was not recognised by the workflow on the Incident form. The result was that if say on closure of the Incident one of service targets was in Warning, the Incident workflow ignored it when calculating SLA Status value and used only the other service target status for the calculation of the SLA Status field value. We were also offered the patch 9004, but after testing it I was not convinced that it was ready for going into production environment. Also, the patch changes the meaning of the colour coding, so it is not only technical fix, but also change in interpretation of the SLA Status field value. I ended up updating the workflow on the Incident form so that it recognises the Warning status. I also should mention that our configuration is different from yours - SLM 7.1, Incident 7.03 patch 7 and ARS 7.01 patch 7. Regards Jiri Pospisil IT Services LCH.Clearnet From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: 12 November 2008 15:15 To: arslist@ARSLIST.ORG Subject: Re: SLM issues with HPD:Help Desk ** yes I have. They came back and said the fix was in patch 9004, but then they said not to install this because there has been issues with that. Has anyone seen this on their system and know why it is happening. We cannot pin point a reason, it seems to be happening very sporadically. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Wednesday, November 12, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: SLM issues with HPD:Help Desk ** You need to submit a ticket to BMC support. This was reported as a bug and I have not seen the fix being included in any patch. -Original Message- From: Begosh, Kevin [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 12 Nov 2008 10:01 am Subject: SLM issues with HPD:Help Desk ** I am having some issue with SLM coloring and HPD:Help Desk. We have SLM defined so that it only fires for User Service Restoration incidents and not Service Request. Recently we started having issues in that some of the incidents are being colored when they are service requests and they are not suppose to. Also User Service Restoration incidents are showing up without colors when they are suppose to have colors. Has anyone ever had any issues with this. We recently upgraded to AR Server 7.1 patch 4 and Incident 7.03 patch 8. If anyone needs more information please let me know. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Instant access to the latest most popular FREE games while you browse with the Games Toolbar - Download Now!http://pr.atwola.com/promoclk/10075x1212904500x1200818240/aol?redir=http://toolbar.aol.com/games/download.html?ncid=emlweusdown0004 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify [EMAIL PROTECTED] The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA.Recognised as a Clearing House under the Financial Services Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com
