Resolved: There is an out of box feature that enables leverage of zTmpBusinessHrs tag on application form. Response from Remedy Support below:
Assuming you are using SLA 5.5, 5.6, or 6.0, or the version that was just released, SLM version 7.0 - then there is a feature of the application that allows you to take the Business Time tags from a field on the request itself. When you register the application form in Configuration Manager, in the "Configure SLA Application Form"step, you can specify the 'Field containing Business Hours' - to specify a particular field on the form that contains the Business Hours tag to use. (The location of this configuration step has changed among the versions, so if you have trouble finding it, please let me know you version of the Service Level Agreements application, from the SHARE:Application_Properties form and I can be more specific). This feature lets you get the business hours tag from a field on the ticket form. You may or may not need to perform customization to populate that field, but that is at least a simpler customization and does not require customization of the SLA/SLM application. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
