I just wanted to say a big thank you to Doug Tanner for helping me out with this issue yesterday.
Doug went way beyond the call of duty with this by even talking to me on the phone to explain how the SLA system works and telling me the steps to take to make this work 3 different ways, but one was way over my head. Can I put in my vote for this years arslist awards now:-). Thanks! Dan Caissie UNFI Remedy Administrator ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Webster, Basil Sent: Friday, January 05, 2007 12:28 AM To: arslist@ARSLIST.ORG Subject: Re: SLA Due Date question. Hi Dan, Slightly different spin. What about recording the pending start date\time and end date\time and then add it to the SLA fix by time? Whilst the ticket is in pending, "stop the clock", ie escalations don't run on it. When it comes out of pending, do the time calculation and add it onto time by which the ticket must be completed. If the ticket goes into pending multiple times, you just keep on adding up. We have this running for specific pending reasons. Works for us. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: 04 January 2007 15:33 To: arslist@ARSLIST.ORG Subject: SLA Due Date question. Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc Dayville, CT 06241 (860)779-2800 Ext:32380 Happy late New Year! The question I have is in a Ticket we show the SLA Due Date and other things run off this date and the problem is when the Ticket is put into a pending state the time will stop and the Due Date will not update. What I am trying to do is to have the Due Date update while it's in pending so the time will be updated to reflect the pending state. So if a SLA is Due Date is 12/28/2006 9am and the ticket is put into pending for 3 hours I'm trying to have it update say every hour so it would keep pushing out the due date while it's in pending. I was thinking of an Escalation that would update the SLA Measurement form by looking for any record showing a pending state ( I would a new field to show this was run on this record) and change it to Work In Progress and that change it right back and clear the other field. But I don't think this will update the ticket just the due date in this form. But even if I did this a 3am each day and it worked it would be better that the due date being static for 3 weeks or so. SQL 6.3 Server 2003 Any comments would be great since I'm still only been doing this less then 2 years Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
