Thank you Jiri, I really appreciate the time you took to respond. I actually tried something very similar to what you suggest, and made the "Reset Goal for the Same Request When":
'TR.Assigned Group ID' != $\NULL$ and this works OK for the first group, but when I reassign to the next group with different (or the same) hours, the Due Date is too early, and I have no foggy idea why this is? I have double checked my data etc. Its possible that my settings are not correct, or that I am doing something wrong somewhere. Either that, or ITSM7.5 has a bug? Thank you again for your response. Kind regards Mike On Thu, May 20, 2010 at 2:51 PM, Jiri Pospisil < jiri.pospi...@lchclearnet.com> wrote: > ** > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > Please Read The Disclaimer At The Bottom Of This Email > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > > > 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. > > > > > ************************************************************************************************* > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
