Hi William, I ran into a similar issue recently and the problem was with the Qualification Builder form that was associated to the HPD:HelpDesk data source.
On the data sources form, click on the HPD:HelpDesk record, and then click on the Advanced tab. In the "Qualification Builder Form" field make sure that you have the following form and then rebuild the filters. It should equal: HPD:HPDSLM:Qualbuilder It should not equal: SLM:HPDSLM:Qualbuilder On Fri, Oct 30, 2015 at 3:31 PM William Rentfrow <wrentf...@stratacominc.com> wrote: > ** > > Hi listers - > > > > I ran into an interesting issue and I can't figure out the problem. ITSM > 9.00.01, SLM on Linux with Oracle. > > > > We have multiple systems for one customer - ie, development, test, CAT > (QA/Training), and Production. > > > > In CAT all service targets (ST) were working as expected. I then fiddled > around with the goal types because I was trying to get the "Target Date" > field in Incident to populate with the next Target date for the attached > ST's for an incident. Supposedly you just check the box named "Incident > Estimated Resolution Tracking" for the "Incident Resolution Time" goal type > and then save and you're done. > > > > That didn't work - the Target Dates weren't building. So I looked at some > KB's and found some saying you should rebuild all of the rules under the > Data Sources. SO I rebuilt them all for HPD:Help Desk. > > > > One of the rules failed to build - it is named HPD:Help > Desk_MeasReqAvailLoopLable - some more KB searches tell me that this is not > relevant to Incident so it never builds. I can't confirm that. I can say > that before I rebuilt them all they all said "Built Successfully". > > > > I did try to rebuild everything in our Dev system and it's identical to > our CAT system. The same Rule Definition fails to build (which I would > expect if it wasn't necessary for incident). I > > > > Everything works there. In CAT the ST's attach to the incident but they > never start measuring. The "Next Target Date/time" never populates. > > > > I've bounced the server, compared logs, re-built all of the service > targets. I have no idea what is going on. The Escalation logs show the > SLM escalations running. > > > > Out of ideas....everything I know to check has been checked. > > > > William Rentfrow > > wrentf...@stratacominc.com > > Office: 715-204-3061 or 701-232-5697x25 > > Cell: 715-498-5056 > > > _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"
