Rabi, there are still significant problems with SLM v7. It's a great concept, it's a great looking and well-thought out application, but the inner workings still have some holes.
I guess what I'm saying is that it may not be a problem with something you did. Rick On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote: > > I have a simple SL agreement and a service target > defined for Incidents in IM 7. > > The "measurement" I used was the out of box "Incident > Response" which monitors the 'SLA Responded?' field on > the form to go from No to Yes. > > Nice of them to give me a measurement I can use, but > there is no workflow to set 'SLA Responded?' to "Yes"! > Ever! It's set to Yes during submission only for > certain values of 'Reported Source' (such as Web), but > during submission if 'SLA Responded' is "No", it is > never set to "Yes" no matter what happens on the > incident. > > So I set status to InProgress and even resolve the > ticket, but my SLA is still in "In Process" and sure > enough the 'SLA Responded' is still No. > > Am I supposed to add my own workflow to manage this > field? I feel like they gift wrapped it pretty well, > but the gift if missing and I am being told to go buy > whatever the hell I want, with my own money. Bummer. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
