This seams to have done it. Thank you very much. Can you explain what the difference between TR and DB status?
Thanks again. Veeral Oza wrote: > > 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" > > -- View this message in context: http://www.nabble.com/SLM---Help-Creating-a-SLM-for-Pending-Incidents.-tp16801743p16808029.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"
