In SLM (ITSM v 7.x), I'm trying to create a set of service targets to measure whether a ticket has been updated over each 30 minute interval. For every miss/met service target, we need to retain the information for that time, so I don't think we can use the "reset" service target feature. The first one would look something like this:
Goal: 30 Min Start When: 'Status' >= "New" Stop When: 'TR.Last Modified Date' >= 'Last Modified Date' My trouble is with the start when for the subsequent ones. Should it look something like this? Goal: 30 Min Start When: ($TIMESTAMP$ - 'Reported Date' >= 1800) AND ($TIMESTAMP$ - 'Reported Date' <= 3599) Stop When: 'TR.Last Modified Date' >= 'Last Modified Date' I'm trying to figure out how to get it to start at the correct time, but not restart if later or on reassignment, etc. Any feedback welcome. Anne Ramey B&T Analyst State of North Carolina Office of Information Technology Services (ITS) Enterprise Solutions Division IT Service Management and IT Asset Management Support (919)754-6521 [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> http://its.state.nc.us<http://its.state.nc.us/> RHCE, ITIL Foundation *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
