I believe that the calculations are done by the business rules engine, i.e. slmbrsvc.exe on windows
The business rules engine runs on the server, so it uses the DST logic on the server whether unix or windows, so as long as your server is patched and up to date with latest OS patches then you should be good to go. The SLA just needs to contain the appropriate business entity in "Goals and Cost" à Business schedule, and it is here you could have the problem. If you have one SLA but multiple business entities then you can't hard code the entity in the SLA it needs to be dynamic value "use on App Form" à see App Admin Console à Service Level Management à Data Sources à MSP/Business Time à Fields For Business Time. Otherwise you would need an SLA per business entity if you're going to hardcode it. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Mike Buck Sent: Thursday, September 13, 2012 2:42 PM To: arslist@arslist.org Subject: SLA Targets and Daylight Saving Time (DST) ** Hi All I am hoping there are some experts out there who are familiar with how this is implemented (ITSM 7.6.04). As we know building an SLA requires the need for Time Segments: Available (office hours) & Unavailable (holidays). Time Zone (i.e. GMT+2) is set in the Time Segment for the Requesters Country in question. Time Segments are then association with a Business Entity, and the Business Entity is finally associated with the SLA. These are some of my questions: 1. How does Remedy take care of DST in specific countries? 2. How does it know, assuming it does know, which DST offset to apply and when? 3. Does anything need to be configured for DST so that it gets applied to the SLA Target? Thanks very much Mike _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ <font face="monospace"size="-3"><br>The information transmitted is intended only for the person or entity to which it is addressed and <br>may contain confidential and/or privileged material. If the reader of this message is not the intended<br>recipient, you are hereby notified that your access is unauthorized, and any review, dissemination,<br>distribution or copying of this message including any attachments is strictly prohibited. If you are not<br>the intended recipient, please contact the sender and delete the material from any computer.<br> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
