I have answered my own question, steps below:
1) Add a new field to the Incident form called 'SLA End Time'. You then need to add workflow to make it read only as required etc, and some basic business rules about the values to put in this field. 2) Open the form 'Config Service Target Data Source', select the record for the helpdesk, and on the Request-based tab put a tick on the field 'Use End Time', and then select 'SLA End Time' from the drop down field 'Reference End Goal for Request-Based SVTs', and save the record. 3) When setting up service targets you just need to put a tick in the field 'Use Goal as defined on the Application form', this greys out the Hours and Minutes goal fields. 4) When creating an Incident, manually populate the 'SLA End Time' field and save the Incident. If the terms and conditions of the SLA match, then the new SLA will attach with the target time being the time in the 'SLA End Time' field. If the 'SLA End Time' is empty then the Service Target will attach, give a warning, and show as invalid, to get around this include the condition 'SLA End Time' != $NULL$ in the SLA definition. >From my limited testing, it appears that all existing SLA's continue to function correctly. Sam From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sam Ferguson Sent: Friday, 24 October 2008 10:04 a.m. To: ARSList Subject: SLA Based on End Time ** I have a customer that wishes to agree the time when an Incident Request needs to be completed, at the time of creating the request in the Incident form. I am looking at how I can configure Service Targets which will measure against the agreed end time, not based on when the Incident Request is logged. I see in the configure service target data source form, on the request based tab I can set a tick box to use end time and then populate a date/time field with the field on a Incident form. The user documentation is pretty light on this functionality: Select or clear the Use End Time check box depending on your preference. If the check box is cleared, you can specify the application form field on the Reference Goal for Request-Based SVT. If this check box is selected, you can specify application form field on the Reference End Goal. Is the intention of the functionality that service targets will measure to a set end time? Does this still allow service targets based on the start time to function? Has anyone done this before? Thanks Sam __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
