Re: SLA Measurement
Teresa, This works great. I am seeing this now, but might have been there: Empty Start Time field in Application Form will make the Meaurement record invalid Basically this happens when an SLA gets attached and then ticket comes out of Pending, SLA states now Invalid, which it should just keep that one attached. Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of TeresaSFannin Sent: Sunday, November 30, 2008 3:34 PM To: arslist@ARSLIST.ORG Subject: Re: SLA Measurement Tim, Yes, I had that problem and it turned out that the Start Time was not being met. I want to start the SLA when Status was Assigned but sometimes the Incident was created if in a Pending State so the Start event was never met. I changed to = to Resolved and my stop time was or = to Resolved. That way I get a Measurement record every time. I exclude Pending as well. But by saying = to Resolved the SLA will start even if the Status is Pending. It will start the SLA and then exclude the Pending Time. Then when you come out of Pending the clock will start again. Teresa In a message dated 11/26/08 10:01:18 Central Standard Time, [EMAIL PROTECTED] writes: Hi All, Anyone have issues will SLM were overall stop time is missing. Trying to figure out when SLA's are met and the date is blank, this happens a lot and I need to get this resolved. Also another issue we are having, we excluded Pending, but when the Incident comes out of pending, the clock continues from original date of SLA. I want to exclude Pending time from the calculation. Any info would be great 7.0.1 p2, ITSM P4 windows 2003, sql 2000 Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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: SLA Measurement
Tim, Yes, I had that problem and it turned out that the Start Time was not being met. I want to start the SLA when Status was Assigned but sometimes the Incident was created if in a Pending State so the Start event was never met. I changed to = to Resolved and my stop time was or = to Resolved. That way I get a Measurement record every time. I exclude Pending as well. But by saying = to Resolved the SLA will start even if the Status is Pending. It will start the SLA and then exclude the Pending Time. Then when you come out of Pending the clock will start again. Teresa In a message dated 11/26/08 10:01:18 Central Standard Time, [EMAIL PROTECTED] writes: Hi All, Anyone have issues will SLM were overall stop time is missing. Trying to figure out when SLA's are met and the date is blank, this happens a lot and I need to get this resolved. Also another issue we are having, we excluded Pending, but when the Incident comes out of pending, the clock continues from original date of SLA. I want to exclude Pending time from the calculation. Any info would be great 7.0.1 p2, ITSM P4 windows 2003, sql 2000 Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLA Measurement
Hi Teresa, I am testing now. Basically I start when 'Priority' != $NULL$ Stop when 'Status' = Resolved So I added start whenPriority != $NULL$ AND 'Status' = Resolved Stop when'Status' = Resolved From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of TeresaSFannin Sent: Sunday, November 30, 2008 3:34 PM To: arslist@ARSLIST.ORG Subject: Re: SLA Measurement Tim, Yes, I had that problem and it turned out that the Start Time was not being met. I want to start the SLA when Status was Assigned but sometimes the Incident was created if in a Pending State so the Start event was never met. I changed to = to Resolved and my stop time was or = to Resolved. That way I get a Measurement record every time. I exclude Pending as well. But by saying = to Resolved the SLA will start even if the Status is Pending. It will start the SLA and then exclude the Pending Time. Then when you come out of Pending the clock will start again. Teresa In a message dated 11/26/08 10:01:18 Central Standard Time, [EMAIL PROTECTED] writes: Hi All, Anyone have issues will SLM were overall stop time is missing. Trying to figure out when SLA's are met and the date is blank, this happens a lot and I need to get this resolved. Also another issue we are having, we excluded Pending, but when the Incident comes out of pending, the clock continues from original date of SLA. I want to exclude Pending time from the calculation. Any info would be great 7.0.1 p2, ITSM P4 windows 2003, sql 2000 Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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
SLA Measurement
Hi All, Anyone have issues will SLM were overall stop time is missing. Trying to figure out when SLA's are met and the date is blank, this happens a lot and I need to get this resolved. Also another issue we are having, we excluded Pending, but when the Incident comes out of pending, the clock continues from original date of SLA. I want to exclude Pending time from the calculation. Any info would be great 7.0.1 p2, ITSM P4 windows 2003, sql 2000 Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
