Is it possible to have the SLAs fire off of a date that happened before the ticket was created on HPD:Helpdesk? Scenario: Monitoring tool has a date when a system was down before ticket creation in Remedy: $Original Create Date$. I created a new custom field in Help Desk to store this value: $Original Create Date$ I created another field to hold the calculated End Date that i configured in the Data sources: $SLA END DATE$ $Original Create Date$ + 15mins = $SLA END DATE$ My SLA is $Reported Date$ can't be greater than $Original Create Date$ + 15mins. When i create an an Incident and the $Reported Date$ is greater than $Original Create Date$ + 15mins i get the following message: Reference End Goal for Request-Based SVTs' field in Application Form is less than the current time, it will make the Measurement record invalid (ARWARN 45053) I tried configuring both in the SLM data sources : Reference Goal for Request-Based SVTs Reference End Goal for Request-Based SVTs Is there any way to have my SLA fire when the date is in the past?
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