That make sense., the problem is j am new to this org and i need to have astrong ponit to say that once the status of SLA says mssed, it will be the same even it is assigned to the group w Even if the goal time is not missed as calculated On Aug 27, 2012 7:27 PM, "Rajesh Nair" <rajesh.nair....@gmail.com> wrote:
> Hi listers, > > need a small clarification, > > 7.5.00 Patch 006 SW00392339 > > have an issue here in Incident management. > > was going through some ticket to be more precise got an issue reported, > > a ticket was riased with goal time of 8 hrs and was assigned to 1st > level with 24hrs clock > SLA start when status = assigned ans stops when status= in > progress(response) > Now the 1st level assigned the ticket after the ticket has gone past goal > time > Now the ticket is with a new group and for this the business entiry is > 9 hrs per day and as per calculation for this group the response shuld > show sa Met. > > Both this SLA's are group as both runs for the same company, priorty > and other conditions. > > Now my question is will the SLA status show as missed and will it > change to Met when a new SLA is attached and is well within the time? > i doudt it will carry the same status as missed but i do not have a > concrete answer for giving the justication. > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
