Hello Lisa . Thank you for your answer . If I understand correctly I am not suffused to see "Attached" sla process after the record is resolved . My problem is that when the process is "Attached " you don't get the sla due date information . Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
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Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met (“Start” criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident
Missed Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the priority
of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident,
and is based on the Goal time defined in the SLM application Service Target
criteria.
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Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record
changed to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due
date filed out ?
Thank in Advanced :)
Best Regards,
sharon mamon-meged:)
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
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