Set your Stop conditions for your Response SLA to the following: 'Status' >= "Resolved" OR 'Status History.In Progress.TIME' != $\NULL$ OR 'Status' = "In Progress" OR 'Status History.Resolved.TIME' != $\NULL$
This way when the ticket is Resolved or Closed or Cancele or In Progress it stops the clock and determines Measurement status and will stay stopped as long as you have a Status history date for Resolved or In Progress. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Tuesday, June 29, 2010 4:12 PM To: arslist@ARSLIST.ORG Subject: incident SLAs I wanted to ping the list to see what others are doing/thinking regarding SLAs and ITSM. We currently have 2 SLAs per incident: response and resolution. - we'll focus on the response SLA for now. As normal, when a ticket is new, the SLAs are attached and are kicked off when the status is "Assigned". The response SLA stops when the ticket is set to "In Progress". This means that the ticket has been acknowledged. If the ticket is re-assigned to another support group, the status changes back to "Assigned" and the response SLA starts calculating time again. I have been asked to look at "once the response SLA is met once, then don't restart it if the incident is assigned to another support group". Or as some folks put it "why have to shoot the duck twice if it's already dead with the first shot". I was thinking of creating a hidden field on the HPD:Help Desk form and having a filter populate this field if the status is "In progress". AND adding to the Terms and Conditions of the response service target: AND 'field' = $NULL$. I wanted to check w/ the list if this is a good solution or if I am creating workflow for something that can be done OOB by a setting change. Any comments appreciated. Thanks. Marcelo ARS7.1 P7 ITSM 7.0.03 P6 SLM 7.0 P4 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
