You should be able to set the milestone to repeat (and fire an action) every 30 minutes as long as the Execute If condition continues to be met.
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 Ramey, Anne Sent: Friday, November 21, 2008 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: SLM start when advise ** Actually that's not what we are trying to do. What management wants to do is make sure that a ticket is updated every 30 minutes. They want to have a missed or met result of every 30 minute interval available. I don't think I can do that with milestomes. So I need to start one target immediately, and it runs for 30 minutes and is met if the last modified date changes. The next service target shouldn't start until the first 30 minutes is up, but should stop if the last modified date changes any time in that next 30 minute interval. Perhaps: Start when: 'Status' >= "New" and stop when: 'Status' >= "Resolved" OR (($\TIMESTAMP$ > ( 'Submit Date' + (30*60))) AND ('Last Modified Date' > ( 'Submit Date' + (30*60) ))) Would do what I need...I'll give it a try. Anne Ramey *********************************** 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. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Friday, November 21, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: SLM start when advise ** Anne, I think you may be crossing things here. You want the service target attached to the ticket based on some different criteria (Priority, Support Group, for example). When you start talking time you might want to look at the Mile Stones and defining them from a stand point of time. It sounds like you are trying what we did and, that's how we did it. We defined the Service Target to get attached to the Incident based on who the Support Group was as well as Priority (this was done in step 1 via the define terms and conditions) Step 2 we set the total time for the Service target to be 8 hours. Then we defined the Service Target Start Criteria (step 3 of 4) to fire based on Ticket Status > New and Assigned Group ! = NULL Stop Criteria was Status > resolved Step 4, is where you define the milestones, and we used Execute When* set to Hours & Minutes from Start and it that we specified 30 minutes. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, November 21, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: SLM start when advise ** I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ > ( 'Submit Date' + (30*60))) AND 'Status' < "Resolved" Anne Ramey *********************************** 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. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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"
