UNCLASSIFIED We have a similar need to measure SLAs response by group assignment. Instead of having the SLA do the work, a Filter sets the Status to "Assigned" when the ticket changes Group+ assignment. Similarly, a Filter could change the Status to Assigned for change of Individual+ assignment.
Sandra Hennigan OSD Remedy Administrator Office # 703-602-0980 x174 CACI - Ever Vigilant(tm) Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chris Cook Sent: Wednesday, March 28, 2007 11:52 AM To: arslist@ARSLIST.ORG Subject: SLAs and TR values help. ** Hi List - ARS 6.0.1 SLA 5.5 HelpDesk 5.5 This is my first foray into the deep dark secrets of the SLA module, and I'm stumped. the SLA I'm attempting to create is against the HPD:HelpDesk form. I have a request to setup a response time SLA. The SLA starts when a request is assigned to an individual ('Status' = "Assigned"), and stops when it is recieved by that individual ('Status' >= "Work In Progress"). A new SLA need to be measured everytime the request is reassigned ('TR.Status' = "Assigned" OR 'TR.Assignee' != $NULL$). As the SLA progresses I need to perform Notification and Set Value milestone actions. I've been able to create a SLA without using TR values that is measured "one time only" that performs exactly how I need, except that it only attaches/measures the first time it meets the qualification. This is as I expected. When I use "multiple times based on qualifications" the SLA attaches and measures how I need, except milestone actions will never fire, due to the fact that I need TR values specified in the Attach criteria and the TR value is appended to the qualification of the filter that performs milestone. If I remove the TR values, SLAs attach at an increasing rate every time the request is modified. The SLA we're trying to measure doesn't seem to me to be out of the norm. Which leads me to believe I've missed something, or my logic isn't quite right. I have some ideas how to get around this by modifying/creating my own workflow, but like to avoid this as we have this fancy SLA module that is supposed to do it for us. Qualifications used in SLA: Terms and Conditions: 'TR.Status' = "Assigned" AND 'Priority' = "Urgent" Start Measuring When: ('Status' = "Assigned" AND 'TR.Assigned To Individual+' != $\NULL$) OR ('TR.Status' = "Assigned") Stop Measuring When: 'Status' >= "Work In Progress" Milestone Execute If: 'Status' = "Assigned" Qualification built into Filter: ( 'TR.Status' = "Assigned") AND ( 'Priority' = "Urgent") AND ($DATE$ >= "3/26/2007 12:00:00 AM") AND ( 'Status' = "Assigned") AND ( 'SLA_TADOccurred_tmp' = "AG0050569234FCvCgIRg043BAgUQAA" ) Any insights would be greatly appreciated. Christopher Cook Applications Analyst Payment Systems 625 Fourth Ave. S., Minneapolis, MN 55415-1665 Direct: 612-340-4342 Toll-free: 800-847-4836, ext. 34342 Email: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> This message contains confidential information intended only for the above addressees and may contain information that is proprietary or legally privileged. If you received this message in error, please notify us and delete the original message. You must obtain permission from Thrivent Financial to use its logo on all materials. Failure to do so could result in legal action. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
