Yesterday was a holiday (Labor Day) in the U.S. Today, as I get back to work this I find that many incident tickets which carry SLA service targets have either missed their target or have escalated (fired its milestones). Many of these incidents were submitted yesterday..
I have configured Business Time Segments and one of them is for Labor Day; set up as level 4 Unavailability. I also have defined available and unavailable times which my company deems as "working hours". I have checked the "Shared Entity/Segments" (SLM:ConfigBusinessEntityConsole) and made sure that the time segment is related to my company (entity). I have checked my service targets and made sure that they are using the Business Entity of "My Company" in the Business Schedules field. Therefore I've checked my time segments, I've checked that time segments are part of the business entity, and I've checked that the service targets are using the business entity for business times. Despite of all the above, it looks like my service targets are ignoring my holiday business time segments. I am currently running a filter log to find out what is causing this behavior. If anyone has any suggestions, please advise. ARS7.1 ITSM 7.0.03 SLM 7.0 P4 Thanks, Marcelo _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
