Re: SLM 7.6 - Task Management?
Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Need advice: Change how SLM's are getting detached
Terje, The behavior you describe is correct. Once a Service Target has completed processing it will not be removed from the ticket. The reason is this: the service level goal that was being tracked has either been Met or Missed and that metric should remain attached to the ticket. In your example, the ticket was Critical and the service level commitment was in place at that time. If the SVT is not Met then the ticket should accurately reflect that this is the case. Even if it was truly a High ticket, then it should have been acted upon (and changed to High) within the Critical timeframe. E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. If you get a Critical ticket and it takes 2 1/2 hours for someone to look at it, then you have failed to address that ticket in time. If, however, you look at the ticket in 1 1/2 hours and determine it is a High ticket and change it accordingly, then the Critical SVT will detach and you will have bought yourself 2 more hours to address the ticket. So, you cannot detach Met or Missed SVTs, only ones that have not hit their goal time. Thanks, John -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Thursday, January 27, 2011 8:30 AM To: arslist@ARSLIST.ORG Subject: Need advice: Change how SLM's are getting detached I got a request to change how SLM's are detached - I am struggling to find the right solution. Problem: The incident got a set of SLM's attached. The support engineer changes some of the conditions for the SLM - therefore an new set of SLM will attach. Let's say the support engineer updated urgency from Critical to High. The critical service targets is already attached to the incident. After the change of urgency you got two sets of service targets attached. Old service target will be updated to detached but only of the old service target is not met or missed. Here comes the problem. We want all service targets to be detached not only those how have not met their due date. This sounds like a simple change. Of some reason I am unable to find the right solution. I have done some logging and looked into the workflow - but I can not find the right place to make the change. Any suggestions? ARS 75p7, ITSM 75p1 Thanks, Terje ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Need advice: Change how SLM's are getting detached
SVTs attach / detach according to the criteria specified in the Terms and Conditions (TC). If Priority is part of the TC, then if it changes then the SVT will behave accordingly. If you have implemented SVT Groups then the detach / attach of SVTs in that group will do what you want. The data from the measurement record of the detaching SVT will be taken into account by the attaching SVT thus maintaining continuity in the measurement. So, if a Medium ticket comes in and is being tracked by “SVT-M” and then the Priority is changed to Low, “SVT-M” would detach and “SVT-L” would attach and continue measuring from that point. If the goal time changes from 4 hours to 8 hours, the Due Date will move out the appropriate amount of time. This scenario is exactly what the SVT Groups feature is used for. (Pardon the poor grammar.) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver Sent: Thursday, January 27, 2011 5:10 PM To: arslist@ARSLIST.ORG Subject: Re: Need advice: Change how SLM's are getting detached ** We have a similar issue with priority changes. If the incident was in Medium and the response target was met then as far as we are concerned response is met. If we determine it should have been low, it shouldn't start another SLT for Low. Met is met. If it was missed at medium because as in the example below the 2 hours had passed, should it actually just recalculate when it is moved to low to see if there is possibly some more time to met the low goal? In other words.. for priority changes, I'd like to see it recalculate the time rather than detach/reattach and all that goodnes.. Kelly Deaver L-3 Stratis / FAA Contractor kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail) kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail) Original Message Subject: Re: Need advice: Change how SLM's are getting detached From: Weigand, John john_weig...@bmc.commailto:john_weig...@bmc.com Date: Thu, January 27, 2011 10:40 am To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Terje, The behavior you describe is correct. Once a Service Target has completed processing it will not be removed from the ticket. The reason is this: the service level goal that was being tracked has either been Met or Missed and that metric should remain attached to the ticket. In your example, the ticket was Critical and the service level commitment was in place at that time. If the SVT is not Met then the ticket should accurately reflect that this is the case. Even if it was truly a High ticket, then it should have been acted upon (and changed to High) within the Critical timeframe. E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. If you get a Critical ticket and it takes 2 1/2 hours for someone to look at it, then you have failed to address that ticket in time. If, however, you look at the ticket in 1 1/2 hours and determine it is a High ticket and change it accordingly, then the Critical SVT will detach and you will have bought yourself 2 more hours to address the ticket. So, you cannot detach Met or Missed SVTs, only ones that have not hit their goal time. Thanks, John -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Thursday, January 27, 2011 8:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Need advice: Change how SLM's are getting detached I got a request to change how SLM's are detached - I am struggling to find the right solution. Problem: The incident got a set of SLM's attached. The support engineer changes some of the conditions for the SLM - therefore an new set of SLM will attach. Let's say the support engineer updated urgency from Critical to High. The critical service targets is already attached to the incident. After the change of urgency you got two sets of service targets attached. Old service target will be updated to detached but only of the old service target is not met or missed. Here comes the problem. We want all service targets to be detached not only those how have not met their due date. This sounds like a simple change. Of some reason I am unable to find the right solution. I have done some logging and looked into the workflow - but I can not find the right place to make the change. Any suggestions? ARS 75p7, ITSM 75p1 Thanks, Terje ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers
Re: SLM Permissions
John, This is a known issue and will be corrected in the upcoming 7.6.04 release of SLM. Contact Support if you need a hot fix for 7.1. Thanks, John Weigand Manager, Product Development BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Quinn Sent: Wednesday, December 29, 2010 10:04 AM To: arslist@ARSLIST.ORG Subject: SLM Permissions ** Hi Listers - we are running SLM V.7.1 Patch 3 and I've come across something odd. When setting up a new User profile, some of the SLM permissions are not available for association. There are only 3 - SLM Config, SLM Manager, and SLM Customer. SLM Viewer, SLM Unrestricted Manager, and SLM Admin are not displayed in the SLM drop-down menu on the Group Permissions form. However, if I open the User form, I can see all of the SLM permissions listed in the Group List drop down. Has anyone else run across this? The permissions are listed as options in the SLM Config manual. Thanks. John Quinn Systems Development Principal ACS A Xerox Company _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SLM 7.6 Patch 001 - 2 directories on FTP site..
Agreed – will find out what the story is and correct it! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Monday, November 08, 2010 9:21 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 Patch 001 - 2 directories on FTP site.. ** That’s what I thought by the file sizes.. It’s just odd that they were put there on two different dates.. Joe From: Weigand, Johnmailto:john_weig...@bmc.com Sent: Monday, November 08, 2010 7:13 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SLM 7.6 Patch 001 - 2 directories on FTP site.. ** Joe, The files are the same between the 2 directories so either one is fine. I will look into the duplicate directory issue and have it corrected. Thanks, John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Monday, November 08, 2010 5:25 PM To: arslist@ARSLIST.ORG Subject: SLM 7.6 Patch 001 - 2 directories on FTP site.. ** Both look like they have identical files. Is this just a mistake? Or should we stick to the one having a later date? FTP directory /smbu_patches//slm/7.6.00/patch001/ at epddownload.bmc.com 03/30/2010 12:00AM141,849,265 SLM7.6.00.Patch001.aix.tar.gz 03/30/2010 12:00AM178,804,863 SLM7.6.00.Patch001.hpuxitanium.tar.gz 03/30/2010 12:00AM140,298,908 SLM7.6.00.Patch001.hpuxrisc.tar.gz 03/30/2010 12:00AM102,733,880 SLM7.6.00.Patch001.linux.tar.gz 03/30/2010 12:00AM133,104,453 SLM7.6.00.Patch001.solaris.tar.gz 03/30/2010 12:00AM 64,243,328 SLM7.6.00.Patch001.windows.zip 03/30/2010 12:00AM132,918 SLMTB76p1.pdf FTP directory /smbu_patches//slm/7.6.00/Patch001/ at epddownload.bmc.com 03/29/2010 12:00AM141,849,265 SLM7.6.00.Patch001.aix.tar.gz 03/29/2010 12:00AM178,804,863 SLM7.6.00.Patch001.hpuxitanium.tar.gz 03/29/2010 12:00AM140,298,908 SLM7.6.00.Patch001.hpuxrisc.tar.gz 03/29/2010 12:00AM102,733,880 SLM7.6.00.Patch001.linux.tar.gz 03/29/2010 12:00AM133,104,453 SLM7.6.00.Patch001.solaris.tar.gz 03/29/2010 12:00AM 64,243,328 SLM7.6.00.Patch001.windows.zip 03/29/2010 12:00AM132,918 SLMTB76p1.pdf Notice the directory names are identical but Unix sees capitalized and non capitalized file names as different.. Joe _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: SLM 7.6 Patch 001 - 2 directories on FTP site..
Joe, The files are the same between the 2 directories so either one is fine. I will look into the duplicate directory issue and have it corrected. Thanks, John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Monday, November 08, 2010 5:25 PM To: arslist@ARSLIST.ORG Subject: SLM 7.6 Patch 001 - 2 directories on FTP site.. ** Both look like they have identical files. Is this just a mistake? Or should we stick to the one having a later date? FTP directory /smbu_patches//slm/7.6.00/patch001/ at epddownload.bmc.com 03/30/2010 12:00AM141,849,265 SLM7.6.00.Patch001.aix.tar.gz 03/30/2010 12:00AM178,804,863 SLM7.6.00.Patch001.hpuxitanium.tar.gz 03/30/2010 12:00AM140,298,908 SLM7.6.00.Patch001.hpuxrisc.tar.gz 03/30/2010 12:00AM102,733,880 SLM7.6.00.Patch001.linux.tar.gz 03/30/2010 12:00AM133,104,453 SLM7.6.00.Patch001.solaris.tar.gz 03/30/2010 12:00AM 64,243,328 SLM7.6.00.Patch001.windows.zip 03/30/2010 12:00AM132,918 SLMTB76p1.pdf FTP directory /smbu_patches//slm/7.6.00/Patch001/ at epddownload.bmc.com 03/29/2010 12:00AM141,849,265 SLM7.6.00.Patch001.aix.tar.gz 03/29/2010 12:00AM178,804,863 SLM7.6.00.Patch001.hpuxitanium.tar.gz 03/29/2010 12:00AM140,298,908 SLM7.6.00.Patch001.hpuxrisc.tar.gz 03/29/2010 12:00AM102,733,880 SLM7.6.00.Patch001.linux.tar.gz 03/29/2010 12:00AM133,104,453 SLM7.6.00.Patch001.solaris.tar.gz 03/29/2010 12:00AM 64,243,328 SLM7.6.00.Patch001.windows.zip 03/29/2010 12:00AM132,918 SLMTB76p1.pdf Notice the directory names are identical but Unix sees capitalized and non capitalized file names as different.. Joe _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Service Target Behavior SLM 7.1 vs. 7.6
Hi Chris, In SLM 7.1.00 this was a defect. In this scenario, the time that the service target (SVT) is not attached should be treated as Pending time unless the SVT is in a Service Target Group in which case it will inherit the appropriate measurement information from the previously attached SVT. This was fixed in 7.1 patch 002 and also moved into the newer code lines including 7.6.00. Thanks, John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chris Danaceau Sent: Friday, October 29, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Service Target Behavior SLM 7.1 vs. 7.6 ** I have essentially the same Service Target built on 7.1 and 7.6. It's attached to a particular Support Group (Group A). For Measurement, Reset Goal for Same Request = No and Allow Service Target to Re-Open = Yes. The setting to 'Use Start Time as defined on the Application Form' is NOT checked. In 7.1 when the ticket is assigned to another group then back to Group A the original goal time remains the same. In 7.6 the goal is adjusted to account for the time the ticket was assigned to a different group (and thus Detached). Does anyone know if the behavior for measuring changed in 7.6 to account for these differences in behavior? My requirement is to pause the measurement when the Incident is not assigned to Group A. Thanks, -- Chris Danaceau AttivaSoft Solutions Architect _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SLM version to use
I would recommend SLM 7.6. Some new features include: * Service Target templates * Updated SVT Wizard w/ Basic and Advanced modes * Integration to SRM Work Orders * Performance improvements From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, June 24, 2010 12:48 PM To: arslist@ARSLIST.ORG Subject: SLM version to use ** I'm upgrading from ARS 7.1 ITSM 7.0.03 p9 CMDB 2.1 p4 SLM 7.1 p2 To ARS 7.5 ITSM 7.6 p1 CMDB 7.6 What version of SLM is better? 7.5 or 7.6. Both appear to be compatible. There doesn't appear to be much to gain from going to 7.6, but the list of known issues is just as long. Opinions from those running them? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
JOB: Lead Developer for BMC Software
BMC needs a strong Lead Developer! The position is located in Sunnyvale, CA. You can apply for the job by clicking the link below and searching for Job ID 4630_3553. http://careers.peopleclick.com/careerscp/client_bmc/external/search.do Here are the details of the job: Job Responsibilities: * Lead a team of software, QA, and release engineers, and tech writers in an Agile (Scrum) development environment. * Remove obstacles, hold team and individuals accountable, and assure the team stays focused and meets the sprint goals. * Design, implement, and unit test enterprise class applications. * Produce a high quality product to meet specific marketing and customer requirements. Skills Required: * Excellent leadership skills with 4+ years project lead / team lead experience. * 10+ years application development experience. * 3 to 5+ years experience developing applications in Java. * 3 to 5+ years experience developing applications in C++. * Experience developing applications on Windows and Unix environments. * Thorough knowledge of object oriented programming concepts. * Thorough knowledge of database concepts and SQL. * Experience with at least two of the following databases: DB2, Oracle, SQL Server and Sybase. Desired Skills: * Experience leading in an Agile (Scrum) development environment a plus. * Development experience with Remedy AR System a plus. * Knowledge of the Information Technology Infrastructure Library (ITIL) a plus. Education Required: * Bachelor's degree in Computer Science Thanks, John John Weigand Manager, Product Development BMC Software 18581 North Dallas Parkway Dallas, TX 75287 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] http://www.bmc.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.gif
