Re: [EXTERNAL] SLM Question
To accomplish what you want will require adding a hidden field on the Incident that will capture the date and time of when the last Work Info was created. You would then need to create an escalation that runs each day to compare the date time to the present date time to set another field with the breach. The Service Target would evaluate this field and when it is breached do whatever action is required. -Original Message- From: SUBSCRIBE arslist Aditya Sharma heloits...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Dec 23, 2013 11:49 pm Subject: Re: [EXTERNAL] SLM Question Hi, I will definitely would like to know why this type of requirement can put load on the system. This is kind of Business Requirement, we do have reporting solutions but I am looking for a single service target which triggers every 24 Hrs and reset itself for next run if condition fulfilled or else mark ticket as breached. - Aditya Sent from my BlackBerry® smartphone from !DEA From: Stroud, Natalie K nkst...@sandia.gov Sender:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Mon, 23 Dec 2013 20:05:50 + To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] SLM Question Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That’s going to put a lot of load on the system to do something like that, and in general, it’s a good idea to keep your number of SLM targets minimized. I’m sure that others here on the list can probably explain better than I can why that’s so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it’s up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _ARSlist: Where the Answers Are and have been for 20 years_ _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
SLM Question
Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. *If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached.* Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] SLM Question
Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That's going to put a lot of load on the system to do something like that, and in general, it's a good idea to keep your number of SLM targets minimized. I'm sure that others here on the list can probably explain better than I can why that's so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it's up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _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
Re: [EXTERNAL] SLM Question
Hi, I will definitely would like to know why this type of requirement can put load on the system. This is kind of Business Requirement, we do have reporting solutions but I am looking for a single service target which triggers every 24 Hrs and reset itself for next run if condition fulfilled or else mark ticket as breached. - Aditya Sent from my BlackBerry® smartphone from !DEA -Original Message- From: Stroud, Natalie K nkst...@sandia.gov Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Mon, 23 Dec 2013 20:05:50 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] SLM Question Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That's going to put a lot of load on the system to do something like that, and in general, it's a good idea to keep your number of SLM targets minimized. I'm sure that others here on the list can probably explain better than I can why that's so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it's up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SLM Question
I did a little more digging for my own refresh on this topic. You can't beat arinside documentation tool for these type of questions. Thanks to Misi for making it readily available for the group. As the other post mentioned it is indeed coming from Incident Manager functional role of the Support Group(either Assignee Group or Owner Group) based on your SLA configuration. 1) HPD Service Target Escalation filter creating a notification record with flag 'Functional Role' = Incident Manager 2)Notification process getting the email id Form: Schema: [image: schema.gif] CTM:SupportGroupFunctionalRolePeopleLookUphttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm Qualification: 'Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100079.htm' = $Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100079.htm$ AND 'Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100171.htm' = $Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100171.htm$ AND 'Notification Availabilityhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100846.htm' = Yes You can validate it from the below workflow. http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SLM Question
Thanks all for the help! Geri Shaw Process Quality Lead T 281.584.5052 C 713.256.4485 F 281.584.2525 [cid:image003.png@01CDA13C.92F56D80] From: patchsk [mailto:vamsi...@gmail.com] Sent: Wednesday, October 03, 2012 3:41 AM To: arsl...@googlegroups.com Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Shaw, Geri 000 Subject: Re: SLM Question I did a little more digging for my own refresh on this topic. You can't beat arinside documentation tool for these type of questions. Thanks to Misi for making it readily available for the group. As the other post mentioned it is indeed coming from Incident Manager functional role of the Support Group(either Assignee Group or Owner Group) based on your SLA configuration. 1) HPD Service Target Escalation filter creating a notification record with flag 'Functional Role' = Incident Manager 2)Notification process getting the email id Form: Schema: [schema.gif] CTM:SupportGroupFunctionalRolePeopleLookUphttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm Qualification: 'Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100079.htm' = $Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100079.htm$ AND 'Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100171.htm' = $Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100171.htm$ AND 'Notification Availabilityhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100846.htm' = Yes You can validate it from the below workflow. http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image003.png
SLM Question
Hi All, Hoping you can help...we are in the process of upgrading to Remedy 7.6.4. For SLM, for the OOB Manager escalation where is the manager ID coming from, the Assignee's People Record or the Incident Manager role for the Support Group? Thanks, Geri Shaw Process Quality Lead T 281.584.5052 C 713.256.4485 F 281.584.2525 [cid:image003.png@01CDA0BD.B89B48E0] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image003.png
SLM Question - Availability - Goal
Hi guys. I read what I sent last night regarding my question and I must have been more tired than I realized as it wasn't very clear. Let me try again... Overview: We want to do 4 things: 1. Document a goal for availability % 2. Document actual availability % 3. Document Whether we've made or missed our target. 4. Show at the agreement level how often we made that target. Details: 1. Document goal availability %: This appears to be the root of the issue. I see in the SLTs that you can set milestones based off of availability %, and I can do a push fields, notifications, etc. But where do I put the goal? The goals tab doesn't appear to support target availability. 2. Document actual availability %: This appears to be covered by the SLM tool (we will use CI Outages). 3. Document made or missed: This doesn't appear possible as the SLT doesn't know what the target is. 4. Show at the agreement how often we made that target (compliance): Again, because we never set a target, I'm not sure how we can reflect performance at the agreement level. Anybody else run into this? Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SLM Question
Hi , Is there any way that we could automate this Service target Bulid? If so How? Hi #2 - it would be extremely difficult to configure all of the Svc Tgts for all customers via the SLM module. The number of variations is enormous. You would also need to consider variations of Business Time entities and time zone variations We like you have multiple customer and decided to approach the problem by coding generic service tgts such as 1 Hour Resolution, 2 Hour, 3 Hour, 10 Hour . . . etc e.g. TC = 'SLMResolution' = 1 Hour Resolution. (and the same for response) and pull the Business entity from the helpdesk form. We then have a bunch of tables we search for the various permutations of fields. Once a match is found we update the case with the Svc Tgt Name/Business Entity. This all happen on case create before the SLM attach filters fire. With this model we only have approx 50 Response and Resolution tgts as opposed to hundreds Stuart Schon Team Leader Delivery Services | Advanced Support | Remedy Solutions | KAZ Group Pty Ltd From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 24 April 2009 18:58 To: Subject: Re: SLM Questions #1-I seem to remember looking into this and it was a product defect. #2-I've not done this, but perhaps a macro? I do have a question on #2, if they are all the same, why can you just not specify a company in the service target? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Saravanan Palaniappan Sent: Friday, April 24, 2009 1:52 PM To: arslist@ARSLIST.ORG Subject: SLM Questions ** Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SLM Question
A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Was there a Manager who asked you to do that who now thinks he understands how it works? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Sent: Sat 3/28/2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Question A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Actually - I was interested in DOT http://www.graphviz.org/ -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 28, 2009, at 11:24 AM, Chris Danaceau wrote: Was there a Manager who asked you to do that who now thinks he understands how it works? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Sent: Sat 3/28/2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Question A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SLM Question
Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Recently my customer upgraded to SLM 7.1 Patch 1.. i have seen this No Service Target Assigned scenario that you have explained... In my case when the SLM measuremnt staus is Warning it would change the SLM status to No Service Target Assigned this is a known issue .. check with BMC support for KB and Fix in this regard. for your other problem *when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached,* i would check the Terms and condition of the Service target.. check if it includes company A... in case it is there in the TC you need to modify the TC to accomodate company B On Sat, Mar 28, 2009 at 9:54 AM, Shafqat Ayaz shafq...@yahoo.com wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Sam thanks, appreciate it very much. I will check the BMC site for the KB. shafqat --- On Sat, 3/28/09, Sam Rx sam...@gmail.com wrote: From: Sam Rx sam...@gmail.com Subject: Re: SLM Question To: arslist@ARSLIST.ORG Date: Saturday, March 28, 2009, 5:48 AM Recently my customer upgraded to SLM 7.1 Patch 1.. i have seen this No Service Target Assigned scenario that you have explained... In my case when the SLM measuremnt staus is Warning it would change the SLM status to No Service Target Assigned this is a known issue .. check with BMC support for KB and Fix in this regard. for your other problem *when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached,* i would check the Terms and condition of the Service target.. check if it includes company A... in case it is there in the TC you need to modify the TC to accomodate company B On Sat, Mar 28, 2009 at 9:54 AM, Shafqat Ayaz shafq...@yahoo.com wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Another SLM Question
There's an SLM tab with a table that lists the applicable service targets, showing the status of each. The table references the Service targets you have established, and these are stored in the SLA module. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Wednesday, December 17, 2008 6:03 PM To: arslist@ARSLIST.ORG Subject: Another SLM Question ** Hi All currently we have 2 Service Targets defined. One is for Acknowledgement of Incidents and another for Resolving of Incidents. The SLA Status field gives the following values Service Target Breached and All Service Targets Breached My question is this, when it says Service Target Breached, obviously only 1 target has been breached, how to find out which Target has been breached? Does the SLM Module store this value somewhere and if so where/ ARS 7.01 SLM 7.1 Many thanks as usual for all your help Shafqat Ayaz __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: Another SLM Question
It might be different in SLM 7.1 (we run 7.0 at the moment), but try SLM:Measurement or SLM:MeasurementSVT if you want to report on this data. Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Wednesday, December 17, 2008 6:03 PM To: arslist@ARSLIST.ORG Subject: Another SLM Question ** Hi All currently we have 2 Service Targets defined. One is for Acknowledgement of Incidents and another for Resolving of Incidents. The SLA Status field gives the following values Service Target Breached and All Service Targets Breached My question is this, when it says Service Target Breached, obviously only 1 target has been breached, how to find out which Target has been breached? Does the SLM Module store this value somewhere and if so where/ ARS 7.01 SLM 7.1 Many thanks as usual for all your help Shafqat Ayaz __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
RESOLVED:Another SLM Question
Anne thank you very much, that was exactly what i was looking for shafqat --- On Thu, 12/18/08, Ramey, Anne anne.ra...@its.nc.gov wrote: From: Ramey, Anne anne.ra...@its.nc.gov Subject: Re: Another SLM Question To: arslist@ARSLIST.ORG Date: Thursday, December 18, 2008, 7:42 PM ** It might be different in SLM 7.1 (we run 7.0 at the moment), but try SLM:Measurement or SLM:MeasurementSVT if you want to report on this data. Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Wednesday, December 17, 2008 6:03 PM To: arslist@ARSLIST.ORG Subject: Another SLM Question ** Hi All currently we have 2 Service Targets defined. One is for Acknowledgement of Incidents and another for Resolving of Incidents. The SLA Status field gives the following values Service Target Breached and All Service Targets Breached My question is this, when it says Service Target Breached, obviously only 1 target has been breached, how to find out which Target has been breached? Does the SLM Module store this value somewhere and if so where/ ARS 7.01 SLM 7.1 Many thanks as usual for all your help Shafqat Ayaz __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
Another SLM Question
Hi All currently we have 2 Service Targets defined. One is for Acknowledgement of Incidents and another for Resolving of Incidents. The SLA Status field gives the following values Service Target Breached and All Service Targets Breached My question is this, when it says Service Target Breached, obviously only 1 target has been breached, how to find out which Target has been breached? Does the SLM Module store this value somewhere and if so where/ ARS 7.01 SLM 7.1 Many thanks as usual for all your help Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SLM Question
Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM Question
I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM Question
After filtering it for Solaris, all I see is BMC Service Level Management BMC Service Level Mangement 7.1.00 BMC Service Level Management 7.0.03 thanks shafqat - Original Message From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 4:01:11 PM Subject: Re: SLM Question ** I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat __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 Question
Are you on the patch downloads or the product download? Chances are it may not be found in the patches.. I cannot say this for sure as I don't quite remember, but you will definitely find that file in the base version available under product download.. Try there let me know if you can find it there.. Also if its not there, try unzipping what you have downloaded. Maybe for solaris it is in the main gz file? Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 7:09:52 PM Subject: Re: SLM Question ** After filtering it for Solaris, all I see is BMC Service Level Management BMC Service Level Mangement 7.1.00 BMC Service Level Management 7.0.03 thanks shafqat - Original Message From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 4:01:11 PM Subject: Re: SLM Question ** I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM question
The exclude statement indicates the condition where the measurement for escalation stops – the clock will stop counting down to the goal (or percentage of goal) when it is placed in a pending status, and resume when that status changes. On the Incident Management side the OOTB integration templates only stop when it is Pending for a reason of Client Hold, so it can be that specific. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Tuesday, June 24, 2008 12:38 AM To: arslist@ARSLIST.ORG Subject: SLM question ** All, I am trying to understand the SLM module in ITSM. Can any one of us explain me about the Mesaurement criteria in SLM module. I am little confused with one of the parameter defined in the Mesaurement criteria called Exclude. What does Exclude means ? What exactly happens behind the scene. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ image001.jpg
SLM question
All, I am trying to understand the SLM module in ITSM. Can any one of us explain me about the Mesaurement criteria in SLM module. I am little confused with one of the parameter defined in the Mesaurement criteria called Exclude. What does Exclude means ? What exactly happens behind the scene. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image002.jpg
