Murtuza,
I am not an SLA expert. It sounds like you want the SLA to "end" when
the Group changes to a group other than one of the ones you have
created this SLA for. So why would this not work for you?
Stop When: 'TR.Status' = "Closed" OR NOT( ('Assigned To Group+' =
"GROUP-WINDOWS" OR 'Assigned To Group+' = "GROUP-UNIX") )
If the ticket is bounced into one of those groups and in the right
'Priority' then the SLA starts.
If it leaves the groups, or is closed then it stops
If it comes back to one of these groups then it should START A NEW SLA?
(This is the only part I am not sure of based on your stated business logic.)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On 10/14/06, Murtuza Bookwala <[EMAIL PROTECTED]> wrote:
**
Hi,
This looks like a defect to me. If you change the group to something for
which the SLA does not apply, then the SLA itself would be removed.
It should not remain 'In Progress'.
If on the other hand, you have another SLA for the other groups, this one
should now attach. For correct processing though, you should add both these
SLAs
to the same 'SLA Group'.
Regards,
Murtuza.
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sergio Feito
Sent: Tuesday, October 10, 2006 7:39 PM
To: arslist@ARSLIST.ORG
Subject: A question for SLA module
**
Hi all,
I have a question for the SLA module.
I have implemented a resollution SLA for HD cases
For Example:
Terms and conditions: 'Priority' = "High" AND ('Assigned To Group+' =
"GROUP-WINDOWS" OR 'Assigned To Group+' = "GROUP-UNIX")
Start When: 'TR.Status' = "Work In Progress"
Stop When: 'TR.Status' = "Closed"
Exclude When: 'Status' = "Pending" OR 'Status' = "Resolved"
If one of this groups receive one HD case (status = "Assigned") the SLA show
attached to this case, when the case is changed to "Work In Progress" the
SLA starts ok. If the HD case change to "pending" or "resolved" the sla
change to status "Pending" ok.
But, what happens if the HD case is changed to other group that not are in
the conditions of this SLA?? The SLA continues in "In Process" status.
In order to solve this, I have changed the Exclude field:
("Pending" OR 'Status' = "Resolved") OR (('Assigned To Group+' !=
"GROUP-WINDOWS") OR (('Assigned To Group+' != "GROUP-UNIX"))
With this I shall wait leave in pending status the SLA when the HD case was
assigned to other group. This woks ok too, but in this point I have 2 news
ways:
1. The new group works in the HD case and returns this case to the last
group
The sla changes first to "Pending" and from "Pending" to "In progress" when
the HD case is returned. OK!!!! way solved.
2. The new group resolve the HD case, and more late the HD is Closed
In this way, the SLA will be in Met or Missed status attached to the case,
but this SLA is not correct because the group not belongs to the Terms and
Conditions for this SLA.
¿How can I solve this? Any idea will be apreciated.
Sorry for my English... ;P
Best Regards.
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