Hi All, I have a customization on SLM but not getting how to start as i am a fresher to customization. Requirement is :
- For Resolution Service Targets, when the service target is met (e.g. Status >= Resolved) and then time has passed passes, when the request is re-opened, the amount of business time between the time the service target was met and the current time needs to be added back to the service target goal Here is a scenario to support this, say there is resolution service target with a 4 hr target attached to an 8am – 5pm business time entity. A ticket is opened at 4pm and then resolved at 4:30 which ‘met the service target’. Now at 10am the next business day, the request is reopened. The accumulated total “Open Time”/Elapsed in the SLM:Measurement record for that target should be 3 hours (1 hour from the previous day and 2 hours the next morning as we only count business time) and continue from that point (1 hour remaining in the target) instead of resuming at 30 minutes elapsed time as the out-of-box behavior would be. If the request would have been reopened at 1pm instead of 9am, the request would already have the service target breached. Please help me. -- With regards Shivanand Jeerigiwad _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
