Thanks Rick. I could see how this could get more complex than originally planned. Thanks for the heads up. We looked at the SLM app and decided that we did not want to pay that amount of money just for escalations at this time. Soooooo, needless to say, I'm looking at different avenues. mjd
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Cook Sent: June 19, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Basic Escalations ** Mark, I'm not recommending this, but someone hypothetically COULD get the SLM .pdfs and sort of use the principles that BMC used in the building of their SLM app. as a guide to some good practices to be used in their own app. I like building apps as much as the next guy, but my guess is that you'll find as you get into the design that it's more work than you imagine now, and that the SLM app is probably the better way to go, since it's relatively cheap. Rick _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Tuesday, June 19, 2007 7:09 AM To: arslist@ARSLIST.ORG Subject: Basic Escalations ** Hi list, Does anyone know where I can find some helpful information on creating customized escalations based on Priority, status, and time? I would like to create a little customized escalation app in which an escalation will be triggered based on the Priority of the incident, the status of the incident, and using business hours of 8:00 - 5:00. I'm doing this in lieu of the Remedy Service Desk 7.0 app not having escalations OOTB. Thanks. mjd __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"
