Hi Carl,
Thanks for your input.
The main reason I can see for not using a task is that you will have times
where an incident ticket is created for a service that's only related to an
OLA. So from a reporting perspective you would need to pull both incidents
and tasks related to the OLA, and
If you want I have a document on writing SLA targets that I used for KT when
I changed accounts. I have to clean it up a bit to make it generic. It's
for INC Remedy 7.6.04. I never worked with OLA's. This document is
written for people who code in Remedy Developer Studio. It shows what
Hi,
Normally an OLA is defined on the Task or the Support Group working the
request.
The overarching SLA can be tied to the Business Service or Product
Categorisations, and the OLA that measures the performance of each Assigned
Group throughout the duration of the SLA can be tied to the Assigned
Is there no one who has setup both SLAs and OLAs within Remedy? Could really
use some expert advice. :)
--
View this message in context:
I would love to help but the SLA concept fell apart for us somewhere around
2004 / 2005. Our organization does not do rigid well.
Jason
On Wed, Jun 10, 2015 at 12:15 PM, jjohnson spearmint.l...@gmail.com wrote:
Is there no one who has setup both SLAs and OLAs within Remedy? Could
really
use
The more I work on trying to provide best practices to a customer on SLM, the
more I feel like I'm just not there in being able to fully explain the
concepts and correctly guide them on how to configure the SLAs and OLAs.
There are two parts to my issue with SLM: the first part is with the
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