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Mike, We are only on SLM 7.1, but we do something very similar here. What you seem to be missing is setting on the Data Source called Reset Goal for Same Request When. We have this set to 'TR.Assigned Group' != $\NULL$ AND 'DB.Assigned Group' != $\NULL$ This way it resets the target every time the assignee group changes, but not on incident submission. Hope this helps. Jiri Pospisil Remedy Specialist LCH.Clearnet<http://www.lchclearnet.com/> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mike Buck Sent: 20 May 2010 14:30 To: arslist@ARSLIST.ORG Subject: ITSM7.5 Incident SLAs ** Hi Does anyone know how to configure things so that the SLA re-attaches when it's re-assigned to another group? The new group's business hours (new group's Business Entity) should be used in calculating the new SLA Due Date. Currently Response and Resolution SLAs get attached to Incidents using the Reported Date as the start time, and SLA Due Dates get calculated correclty against the group's business hours/hols. The group's business hours/hols are defined in Segments, and associated with a Business Entity with the Entity Title matching the Group ID e.g. SGP000000001234. SLA/OLA Type Data Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. Your help would be very much appreciated. Kind regards Mike PS. The documentation says a lot but lacks the clarity. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ************************************************************************************************* This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited and/or LCH.Clearnet SA. If you are not an intended recipient please delete this e-mail and notify postmas...@lchclearnet.com. LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the LCH.Clearnet Group accept no liability, including liability for negligence, in respect of any statement in this email. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment save where confirmed by hard copy. Cet e-mail et toutes les pièces jointes (ci-après le "message") sont confidentiels et établis à l'intention exclusive de ses destinataires. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, est interdite, sauf autorisation expresse de LCH.Clearnet Limited et/ou LCH.Clearnet SA. Si ce message vous a été adressé par erreur, merci de le détruire et d'en avertir immédiatement postmas...@lchclearnet.com. LCH.Clearnet Limited, LCH.Clearnet SA et les autres entités du groupe LCH.Clearnet Group, ne peuvent en aucun cas être tenues responsables au titre de ce message à moins qu’il n’ait fait l’objet d’un contrat signé. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services & Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. ************************************************************************************************* _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
