I think this should work:
Goal: 1 hr.
Start When: 'Status' >= "New"
Stop When: 'Status' >= "Resolved" OR (($\TIMESTAMP$ > ( 'Submit Date' +
(30*60))) AND ('Last Modified Date' > ( 'Submit Date' + (30*60) )))
For the second interval, and it will be:
Goal: 1 hr. 30 Min.
Start When: 'Status' >= "New"
Stop When: 'Status' >= "Resolved" OR (($\TIMESTAMP$ > ( 'Submit Date' +
(60*60))) AND ('Last Modified Date' > ( 'Submit Date' + (60*60) )))
And so on. Thanks for the input.
Anne Ramey
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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
Anne Ramey
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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Friday, November 21, 2008 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
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
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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
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Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
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