In the Start when section, replace 'Status' = "Pending" with ( 'TR.Status' = "Pending" AND 'TR.Status' != 'DB.Status' ). I guess this should resolve the issue.
Regards, Veeral On Sun, Apr 20, 2008 at 9:38 PM, npeterson <[EMAIL PROTECTED]> wrote: > Microsoft AD guy here, recently thrust upon Remedy administration and here > is > my current problem. > > I am using Remedy Service Desk 7 and I guess SLM 7 as well, I do not know > how to verify this. I have hacked my way through SLM and writing SLM's and > business hours and just when I thought I had it all figured out I realized > I > have a few SLM's triggering at times that I did not intend on. > > Here is one example - > > SLM Main screen - > > SLM Title - Pending Tickets > Applies To - incidents > Goal Type - Incident Response Time > > Terms and Conditions tab - > > 'Contact Company' = "My Companies name" AND 'Company' = "The applicable > division" AND 'Status' = "Pending" AND 'Assigned Group ID' = > "SGP000000000013" > > Goals and Cost tab - > > Hours - 120 > Business Entity - This is selected and does work. > > Measurement tab - > > Start When - 'Status' = "Pending" AND 'Assigned Group ID' > = "SGP000000000013" > > Stop When - 'Status' != "Pending" AND 'Assigned Group ID' > != "SGP000000000013" > > Milestones tab - I am pretty sure most of this is correct so I will only > note the questionable > > Execute if - 'Status' = "Pending" > > ***** The Issue****** > > So my problem is that if I have an incident that is assigned for more than > 120 hours, and then is changed to pending, this SLM immediately triggers. > What I would want to happen is that once the incident is set to pending, > the > 120 hours starts from the minute this change happens (Business schedules > applicable). > > Having a very amateurish understanding of coding I can see that there is > some logic issues with this SLM, however I just do not know the specifics > of > this application to pick the fix out. > > Any help from the experts would be greatly appreciated. Umm if you happen > to > run into some AD/SMS/SCCM issues I will gladly return knowledge. > > Thanks > > NP > > > > -- > View this message in context: > http://www.nabble.com/SLM---Help-Creating-a-SLM-for-Pending-Incidents.-tp16801743p16801743.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
