Rick,
That sucks.
I have consistently suggested to customers to forget
about using ITSM's SLA since my failed attempts at
making sense of and using SLA 4. Three versions later,
you are telling me they have been adding bells and
whistles to this pretty boy, while the engine still
sputters and the body rattles. What a fun ride.
The power of shiny paint! Once while visiting a BMW
plant, the host told me cars sell for their paint. I
thought he was kidding. But what do I know?
Any specific issues with SLM 7 I should know about?
Wonder how many are using it in production.
--- Rick Cook <[EMAIL PROTECTED]> wrote:
> 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.
>
>
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