Mike, If that is the case, I can only think of checking/trying some of the following settings:
- In data source Start Time for Request-Based SVTs = Reported Date + - on service target o Use Start Time as defined on the Application form - blank o Business Schedules - Use on App Form ticked o Group - Team Response (this you would need to define as a new group and it may be this setting that makes the time carry on rather than start from beginning again) o Reset Goal for Same Request? = Yes o Allow Service Target to Re-Open? = No Regards Jiri From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mike Buck Sent: 20 May 2010 15:17 To: arslist@ARSLIST.ORG Subject: Re: ITSM7.5 Incident SLAs ** 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<mailto: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:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Mike Buck Sent: 20 May 2010 14:30 To: arslist@ARSLIST.ORG<mailto: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<http://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. 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