First, are you talking about the response SLA getting breached, or the resolution SLA?
If resolution, there is an SLM setting called Allow Service Targets to Re-Open (Or maybe Don’t Allow Service Targets to Re-Open). Whatever the default setting is, I believe that it allow the resolution service target to be reset when the ticket gets reassigned to a new Support Group. I don’t know if it works the same for the response SLA or not – you’d have to test it. Good luck, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov<mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Friday, May 24, 2013 8:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident SLA 7.6.4 question and some Friday humor ** Happy Friday all, I have a user that forgot to put an incident in pending and therefore the SLA was missed (and this poor guy is in deep doo-doo and I want to see if I can help him out.) So any OOB way (through a back end form) that I could reset the SLA on that incident? If not, he will learn a very painful lesson. Now for some Friday humor: Friday is like a superhero that always arrives just in time to stop me from savagely beating one of my coworkers with a keyboard. OR “There's no reason to become alarmed, and we hope you'll enjoy the rest of your flight. By the way, is there anyone on board who knows how to fly a plane?” Airplane (1980) Howard Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hrich...@richter-home.net<mailto:hrich...@richter-home.net> Linkedin profile http://www.linkedin.com/in/hbr4270 Please consider the environment before printing this message _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
