This is not customization. It's configuration. The system allows you to do that. From the SLM Data Source configuration setting, select HPD:Help Desk from the configure Service Target Data Source, then from the Start Time for Request-Based SVTs drop down, select "Reported Date+". You don't need to do anything other than that. All Service targets will be calculated based on Reported date+ going forward.
-Moe From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Monday, May 30, 2011 4:21 AM Subject: Re: Service target time starts from Reported date or Submit date ** The time calculation of response SLA and resolution SLA counts on Submit Date only. This is a System-generated field that contains the date Incident was created. It might be customized in your application to count with Reported date, if I am not wrong. In SLM Data source configuration settings under Request based tab we have to select the option as "Assignment Date" from Start time for Request base SVT's drop down field. Also while creating the service target under Goal and Cost tab we have to select the option "Use start time defined as Application form", then as per the Submit Date SLA calculation will be counted. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Monday, May 30, 2011 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** I raised an incident, Reported date: 25/5/2011 3:31:56 PM, Submit date: 25/5/2011 3:39:31 PM The calculation of response SLA counts the Reported date not submit date. Can anybody tell that SLA calculates value on bases of Reported date or submit date. Thanks & Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail Sent: Monday, May 30, 2011 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Service target time starts from Reported date or Submit date ** We use the reported date in my organization. In most cases, there's no difference in time between submit date and reported date. From: Kailashnath A J [mailto:kailashnath.jeya...@wipro.com] Sent: Sunday, May 29, 2011 9:46 AM Subject: Re: Service target time starts from Reported date or Submit date ** Reported Date -- the date and time at which the incident request was reported. Submit Date -- automatically set to the date and time at which the incident request was registered/submitted. The logic of calculating the response SLA counts the submitted date. Thanks & Regards, Kailashnath A J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, May 29, 2011 3:34 PM To: arslist@ARSLIST.ORG Subject: Service target time starts from Reported date or Submit date ** Hi there, Version 7.1 What is the difference between Reported date and Submit date in Incident Management and the clock for service targets starts from Reported Date or Submitted Date. 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