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.
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