Hi
#2 - it would be extremely difficult to configure all of the Svc Tgts for all customers via the SLM module. The number of variations is enormous. You would also need to consider variations of Business Time entities and time zone variations We like you have multiple customer and decided to approach the problem by coding generic service tgts such as 1 Hour Resolution, 2 Hour, 3 Hour, 10 Hour . . . etc e.g. T&C = 'SLMResolution' = "1 Hour Resolution". (and the same for response) and pull the Business entity from the helpdesk form. We then have a bunch of tables we search for the various permutations of fields. Once a match is found we update the case with the Svc Tgt Name/Business Entity. This all happen on case create before the SLM attach filters fire. With this model we only have approx 50 Response and Resolution tgts as opposed to hundreds Stuart Schon Team Leader Delivery Services | Advanced Support | Remedy Solutions | KAZ Group Pty Ltd ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 24 April 2009 18:58 To: Subject: Re: SLM Questions #1-I seem to remember looking into this and it was a product defect. #2-I've not done this, but perhaps a macro? I do have a question on #2, if they are all the same, why can you just not specify a company in the service target? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Saravanan Palaniappan Sent: Friday, April 24, 2009 1:52 PM To: arslist@ARSLIST.ORG Subject: SLM Questions ** Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan. This communication may contain confidential information and/or copyright material of KAZ Group Pty Ltd ABN 25 002 124 405 and its related bodies corporate. It may also be the subject of legal professional privilege. If you are not an intended recipient, you must not keep, forward, copy, use, save or rely on this communication and any such action is unauthorised and prohibited. If you have received this communication in error, please reply to this e-mail to notify the sender of its incorrect delivery, and then delete both it and your reply. ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
