Re: A question for SLA module
** Thank you allI have worked in other problems and i have not do tests in this sla issue, yet.But, thank you for the responses...Lee, your email seems correct, i think and test about this.. Best regards.2006/10/16, Lee Phillippi [EMAIL PROTECTED]: The Terms and Conditions need to be based on criteria that does notchange.If the value of a Terms and Conditions field changes, the SLA willnot apply and SLA will not have the opportunity to Stop When or Exclude When.It will keep running, notifications will be sent, etc.You need tomove everything in your Terms and Conditions into the Start When field.Then add the negative of the Start When criteria into the Exclude when field.This will put the SLA into pending if the value changes.If itchanges back, the SLA timer will continue where it stopped. You don't wantto use the Stop When field for this because it won't restart the SLA if the value changes back.This would create a loop hole allowing employees tostop the SLAs all together by changing the priority or assigned to groupfor just one second.You also need this to allow legit issues that are bounced back and forth.Once the SLA stops it will not start again orcreate a new SLA.Your Terms and Conditions need to be based on valuesthat do not change - customer type = gold, company name = X, etc. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: A question for SLA module
Murtuza,
I am not an SLA expert. It sounds like you want the SLA to end when
the Group changes to a group other than one of the ones you have
created this SLA for. So why would this not work for you?
Stop When: 'TR.Status' = Closed OR NOT( ('Assigned To Group+' =
GROUP-WINDOWS OR 'Assigned To Group+' = GROUP-UNIX) )
If the ticket is bounced into one of those groups and in the right
'Priority' then the SLA starts.
If it leaves the groups, or is closed then it stops
If it comes back to one of these groups then it should START A NEW SLA?
(This is the only part I am not sure of based on your stated business logic.)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
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Solution = People + Process + Tools
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On 10/14/06, Murtuza Bookwala [EMAIL PROTECTED] wrote:
**
Hi,
This looks like a defect to me. If you change the group to something for
which the SLA does not apply, then the SLA itself would be removed.
It should not remain 'In Progress'.
If on the other hand, you have another SLA for the other groups, this one
should now attach. For correct processing though, you should add both these
SLAs
to the same 'SLA Group'.
Regards,
Murtuza.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sergio Feito
Sent: Tuesday, October 10, 2006 7:39 PM
To: arslist@ARSLIST.ORG
Subject: A question for SLA module
**
Hi all,
I have a question for the SLA module.
I have implemented a resollution SLA for HD cases
For Example:
Terms and conditions: 'Priority' = High AND ('Assigned To Group+' =
GROUP-WINDOWS OR 'Assigned To Group+' = GROUP-UNIX)
Start When: 'TR.Status' = Work In Progress
Stop When: 'TR.Status' = Closed
Exclude When: 'Status' = Pending OR 'Status' = Resolved
If one of this groups receive one HD case (status = Assigned) the SLA show
attached to this case, when the case is changed to Work In Progress the
SLA starts ok. If the HD case change to pending or resolved the sla
change to status Pending ok.
But, what happens if the HD case is changed to other group that not are in
the conditions of this SLA?? The SLA continues in In Process status.
In order to solve this, I have changed the Exclude field:
(Pending OR 'Status' = Resolved) OR (('Assigned To Group+' !=
GROUP-WINDOWS) OR (('Assigned To Group+' != GROUP-UNIX))
With this I shall wait leave in pending status the SLA when the HD case was
assigned to other group. This woks ok too, but in this point I have 2 news
ways:
1. The new group works in the HD case and returns this case to the last
group
The sla changes first to Pending and from Pending to In progress when
the HD case is returned. OK way solved.
2. The new group resolve the HD case, and more late the HD is Closed
In this way, the SLA will be in Met or Missed status attached to the case,
but this SLA is not correct because the group not belongs to the Terms and
Conditions for this SLA.
¿How can I solve this? Any idea will be apreciated.
Sorry for my English... ;P
Best Regards.
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: A question for SLA module
**
Hi,
This looks like a defect to me. If you change the group to
something for which the SLA does not apply, then the SLA itself would be
removed.
It should not remain 'In Progress'.
If on the other hand, you have another SLA for the other
groups, this one should now attach. For correct processing though, you should
add both these SLAs
to the same 'SLA Group'.
Regards,
Murtuza.
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sergio
FeitoSent: Tuesday, October 10, 2006 7:39 PMTo:
arslist@ARSLIST.ORGSubject: A question for SLA
module
** Hi all,I have a question for the SLA module.I
have implemented a resollution SLA for HD casesFor Example:Terms
and conditions: 'Priority' = "High" AND ('Assigned To Group+' = "GROUP-WINDOWS"
OR 'Assigned To Group+' = "GROUP-UNIX") Start When: 'TR.Status' = "Work In
Progress"Stop When: 'TR.Status' = "Closed"Exclude When: 'Status' =
"Pending" OR 'Status' = "Resolved"If one of this groups receive one HD
case (status = "Assigned") the SLA show attached to this case, when the case is
changed to "Work In Progress" the SLA starts ok. If the HD case change to
"pending" or "resolved" the sla change to status "Pending" ok. But, what
happens if the HD case is changed to other group that not are in the conditions
of this SLA?? The SLA continues in "In Process" status. In order to
solve this, I have changed the Exclude field: ("Pending" OR 'Status' =
"Resolved") OR (('Assigned To Group+' != "GROUP-WINDOWS") OR (('Assigned To
Group+' != "GROUP-UNIX"))With this I shall wait leave in pending status
the SLA when the HD case was assigned to other group. This woks ok too, but in
this point I have 2 news ways: 1. The new group works in the HD case and
returns this case to the last groupThe sla changes first to "Pending" and
from "Pending" to "In progress" when the HD case is returned. OK way solved.
2. The new group resolve the HD case, and more late the HD is
ClosedIn this way, the SLA will be in Met or Missed status attached to
the case, but this SLA is not correct because the group not belongs to the Terms
and Conditions for this SLA.¿How can I solve this? Any idea will be
apreciated. Sorry for my English... ;PBest
Regards.__20060125___This posting was submitted
with HTML in it___
__20060125___This posting was submitted with HTML in it___
A question for SLA module
**
Hi all,I have a question for the SLA module.I have implemented a resollution SLA for HD casesFor Example:Terms and conditions: 'Priority' = High AND ('Assigned To Group+' = GROUP-WINDOWS OR 'Assigned To Group+' = GROUP-UNIX)
Start When: 'TR.Status' = Work In ProgressStop When: 'TR.Status' = ClosedExclude When: 'Status' = Pending OR 'Status' = ResolvedIf one of this groups receive one HD case (status = Assigned) the SLA show attached to this case, when the case is changed to Work In Progress the SLA starts ok. If the HD case change to pending or resolved the sla change to status Pending ok.
But, what happens if the HD case is changed to other group that not are in the conditions of this SLA?? The SLA continues in In Process status. In order to solve this, I have changed the Exclude field:
(Pending OR 'Status' = Resolved) OR (('Assigned To Group+' != GROUP-WINDOWS) OR (('Assigned To Group+' != GROUP-UNIX))With this I shall wait leave in pending status the SLA when the HD case was assigned to other group. This woks ok too, but in this point I have 2 news ways:
1. The new group works in the HD case and returns this case to the last groupThe sla changes first to Pending and from Pending to In progress when the HD case is returned. OK way solved.
2. The new group resolve the HD case, and more late the HD is Closed
In this way, the SLA will be in Met or Missed status attached to the case, but this SLA is not correct because the group not belongs to the Terms and Conditions for this SLA.¿How can I solve this? Any idea will be apreciated.
Sorry for my English... ;PBest Regards.
__20060125___This posting was submitted with HTML in it___
Re: A question for SLA module
**
Now you know why there are reporting tools, in some cases it is impossible to meet all potential ways a ticket will be worked.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 10 Oct 2006 11:38 AM
Subject: A question for SLA module
**
Hi all,
I have a question for the SLA module.
I have implemented a resollution SLA for HD cases
For Example:
Terms and conditions: 'Priority' = "High" AND ('Assigned To Group+' = "GROUP-WINDOWS" OR 'Assigned To Group+' = "GROUP-UNIX")
Start When: 'TR.Status' = "Work In Progress"
Stop When: 'TR.Status' = "Closed"
Exclude When: 'Status' = "Pending" OR 'Status' = "Resolved"
If one of this groups receive one HD case (status = "Assigned") the SLA show attached to this case, when the case is changed to "Work In Progress" the SLA starts ok. If the HD case change to "pending" or "resolved" the sla change to status "Pending" ok.
But, what happens if the HD case is changed to other group that not are in the conditions of this SLA?? The SLA continues in "In Process" status.
In order to solve this, I have changed the Exclude field:
("Pending" OR 'Status' = "Resolved") OR (('Assigned To Group+' != "GROUP-WINDOWS") OR (('Assigned To Group+' != "GROUP-UNIX"))
With this I shall wait leave in pending status the SLA when the HD case was assigned to other group. This woks ok too, but in this point I have 2 news ways:
1. The new group works in the HD case and returns this case to the last group
The sla changes first to "Pending" and from "Pending" to "In progress" when the HD case is returned. OK way solved.
2. The new group resolve the HD case, and more late the HD is Closed
In this way, the SLA will be in Met or Missed status attached to the case, but this SLA is not correct because the group not belongs to the Terms and Conditions for this SLA.
¿How can I solve this? Any idea will be apreciated.
Sorry for my English... ;P
Best Regards.
__20060125___This posting was submitted with HTML in it___
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