Oops, I thought it was 7200 but I was using a Character Field instead of a Date/Time field. Gets me everytime. Thanks for your help! mjd
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: July 9, 2007 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: Escalation ** Yes-7200. 2 hours x 60 minutes x 60 seconds = 7200. So the filter should fire on submit and then populate the field in question with $TIMESTAMP$ + 7200. Effectively, then, the filter sets the criteria to be checked and the escalation comes along every fifteen minutes (or whatever time interval is satisfactory to you) and does the checking. If the suspense is broken, the escalation "tattles." Norm _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Monday, July 09, 2007 12:11 PM To: arslist@ARSLIST.ORG Subject: Re: Escalation Sorry for my ignorance but when it comes to calculations, I'm lost. You stated: "Create a filter that populates that field on Submit with $TIMESTAMP$ + whatever your escalation time is in seconds" Let's say the Incident was submitted at 9:00 a.m. and I wanted the Escalate Time field to be populated for 11:00 a.m. on the same day based on the Status being "Critical" (escalate in 2 hours), the Set Fields action would be $TIMESTAMP$ + ??? or $Reported Date$ + ???. I'm trying to figure out what the question marks would be.......7200?? mjd -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: July 9, 2007 11:29 AM To: arslist@ARSLIST.ORG Subject: Re: Escalation ** Well it sounds from your description like you already know how to do it. Create the hidden Escalate Time field and make that a Date/Time field. Create a filter that populates that field on Submit with $TIMESTAMP$ + whatever your escalation time is in seconds. I'm assuming here that that's a static time for all support groups in the system. The catch is that the escalation has to run fairly frequently...maybe every 15 minutes or so. The escalation's Run If should be something along the lines of, if $TIMESTAMP$ > Escalate Time AND Priority = "Critical" AND Status < Whatever the number for Critical is. _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Monday, July 09, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Escalation Hi List, I'm trying to figure out how to calculate and populate an Escalate Time field based on Priority. I've created the Escalate Time field and I would like to perform a "Set Field" action to place a future time in the Escalate Time field when a user submits an incident and the status is less than "In Progress" and the Priority is "Critical". I'll then create an Escalation that will trigger on the Escalate Time field if the time and date is greater than the Escalate Time. I'm currently using Remedy Service Desk 7 with IM patch 4. DB is Oracle 10.2. Windows 2003 Server. mjd __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __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"
