> > Dear ARSList, > > ARS Version : 7.1.00 Patch 006 > SLM Version : 7.0.03 > > We are facing some issues in SLM 7.0.3, like to check any of you have any > information\experienced this issues: > > 1) When the Incident is created in Pending state directly, the SLA > status is moved to Pending state but after 15 min (15 is the Goal set for > this SLA) the Status is getting changed to “Missed Goal” which causes the > SLA to Missed though it’s in Pending state. The SLA is configured to Exclude > Status = Pending. > > It Appears this issue is fixed in SLM 7.1 patch 002 . > > 2) This issue is related to the First one, the Milestones for the SLAs > are also firing though the Status is Pending. This is happening even the > Incident is created with any other state (New\Assigned) and then moved to > Pending as well. I think we need to add the “Exclude if” condition in the > Milestones also. Will that help ? > > 3) While calculating the Compliance for the Monthly review period, > the Compliance is not considering the Incidents that are in Met state, its > counting only the Missed records. In Development Server this is getting > calculated correctly but not in production. But the Service target\SLA > configuration is the same in both the servers. > > Appreciate your help and please let me know if you have any related > information. THANKS ARSList!! > > Thanks, > Viswa >
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