Re: [EXTERNAL] SLM Question
To accomplish what you want will require adding a hidden field on the Incident that will capture the date and time of when the last Work Info was created. You would then need to create an escalation that runs each day to compare the date time to the present date time to set another field with the breach. The Service Target would evaluate this field and when it is breached do whatever action is required. -Original Message- From: SUBSCRIBE arslist Aditya Sharma heloits...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Dec 23, 2013 11:49 pm Subject: Re: [EXTERNAL] SLM Question Hi, I will definitely would like to know why this type of requirement can put load on the system. This is kind of Business Requirement, we do have reporting solutions but I am looking for a single service target which triggers every 24 Hrs and reset itself for next run if condition fulfilled or else mark ticket as breached. - Aditya Sent from my BlackBerry® smartphone from !DEA From: Stroud, Natalie K nkst...@sandia.gov Sender:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Mon, 23 Dec 2013 20:05:50 + To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] SLM Question Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That’s going to put a lot of load on the system to do something like that, and in general, it’s a good idea to keep your number of SLM targets minimized. I’m sure that others here on the list can probably explain better than I can why that’s so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it’s up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA 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 Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years__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
Re: [EXTERNAL] SLM Question
Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That's going to put a lot of load on the system to do something like that, and in general, it's a good idea to keep your number of SLM targets minimized. I'm sure that others here on the list can probably explain better than I can why that's so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it's up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto: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 Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _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
Re: [EXTERNAL] SLM Question
Hi, I will definitely would like to know why this type of requirement can put load on the system. This is kind of Business Requirement, we do have reporting solutions but I am looking for a single service target which triggers every 24 Hrs and reset itself for next run if condition fulfilled or else mark ticket as breached. - Aditya Sent from my BlackBerry® smartphone from !DEA -Original Message- From: Stroud, Natalie K nkst...@sandia.gov Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Mon, 23 Dec 2013 20:05:50 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] SLM Question Aditya: From everything I know about SLM (and I will acknowledge that I am no expert), what you are asking about is not really what SLM is intended for. That's going to put a lot of load on the system to do something like that, and in general, it's a good idea to keep your number of SLM targets minimized. I'm sure that others here on the list can probably explain better than I can why that's so. Something we did to help our users keep their tickets updated in a timely manner is add the Last Modified Date to the Incident Console so that they can sort on that value and easily see which tickets need to be updated. Then it's up to the team leads and team managers to periodically check those values for their group and follow up with the Assignees to update their tickets. I know you are working with the Work Order module and not the Incident Console, but I believe the Last Modified Date is a standard field on any Remedy form. Your users could also run reports or set up an advanced search to show them any ticket with a Last Modified Date prior to the previous day. If you have Analytics for reporting, you could set up a report with that qualification and a prompt for the Assigned Group and automatically publish it daily for any group(s) that wanted to see a list of their non-compliant tickets. I hope you are able to find a good solution, Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto: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 Aditya Sharma Sent: Monday, December 23, 2013 12:05 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] SLM Question ** Hi List, My Requirement - Want to configure a Service Target to keep track of Work Info Entries until Work Order is Completed. If Work Order is not being updated by Assignee or anyone from Assignee Group every 24 Hours until the WO is Completed, the response OLA should mark WO as breached. Is there a way to handle this via configurations ? Any suggestions will be really helpful. Regards, Aditya _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
