Re: SLA 6.0

[Roger Justice]

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Force them to create the Ticket in New. AL qualification Submit and Status does not equal New. 

 

 
-----Original Message-----
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 12 Oct 2006 10:42 AM
Subject: SLA 6.0

**

Hi
I am trying to define some SLA's in SLA6.0.

I can't figure out how to set the "Start Measure When" and "Stop Measure When" fields.

For the moment I've set them to Start measure = 'TR.Status' > 0 (New) and Stop Measure = 'TR.Status' = 4 (Resolved)

 

This works good if I don't create a ticket and set the Status = "Resolved" directly.

 

So if the Service Desk solves the incident directly in the phone, they will create a case directly in Status Resolved.

But then the SLA won't attach to that case.

Any ideas how to define the Start and Stop values??

 

// Niklas Asplund

 

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