The exclude statement indicates the condition where the measurement for escalation stops – the clock will stop counting down to the goal (or percentage of goal) when it is placed in a pending status, and resume when that status changes. On the Incident Management side the OOTB integration templates only stop when it is Pending for a reason of Client Hold, so it can be that specific.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Tuesday, June 24, 2008 12:38 AM To: arslist@ARSLIST.ORG Subject: SLM question ** All, I am trying to understand the SLM module in ITSM. Can any one of us explain me about the Mesaurement criteria in SLM module. I am little confused with one of the parameter defined in the Mesaurement criteria called Exclude. What does Exclude means ? What exactly happens behind the scene. Thanks & Regards Saravanan Palaniappan ITSM "To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it." -------------------------------------------------------------------------------------------- This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. -------------------------------------------------------------------------------------------- __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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