Re: ARS 7 - Calculating "estimated resolution date" - is it possible?
Thank you very much for this feedback. You are correct in your assumption that I have not done much ARS development work. To complicate matters (for me) my employer will not spend the money to have me properly trained in ARS development. I definitely do not want to over-complicate the solution. We are a 24x7x365 operation and our service targets are rather simple at this point in time. I will therefor follow your advice and develop the active link. Again, thanks for the feedback. I really appreciate it Richard On Oct 19, 6:22 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > Richard, > > I think you maybe over complicating things a bit. > > The real difficulty is in defining the formula for the calculation. > However, I will talk thought a very simple example and see if this > idea might work for you. > > Let us say that you have three priorities and for each priority there > is a fixed amount of time that will be used. So... > > Priority 1 --> 1 hour > Priority 2 --> 8 Hours > Priority 3 --> 24 hours > > If the math is as simple as that AND you are working with a 24x7x365 > business then you might only need three filters that fire on Submit to > set the 'estimated resolution date' = $TIMESTAMP$ + for the given Priority> > > However, if you do not have a 24x7x365 business then you should look > at the Application-Bus-Time-Add functionality to avoid setting the > value to business hours when the business is not open. > > But you also mentioned that you have the SLA out of the box > application too. I would hope that the functionality in SLA would be > able to "figure out" when the record should be complete. ( Although > the value may not be in the 'estimated resolution date' field, the > value should be knowable by the support agent. The agent might even be > instructed to input the value that SLA calculates into the 'estimated > resolution date' field.) > > HTH. > > Also it sounds like you have not done much ARS development work. ( So > please forgive me if this is not the case. ) Due to the complexity of > the Out of the Box applications I would suggest that if you are going > to try to get the application to "use the SLA" date that you do not > try to do it with an ARS Push Action. Instead, I would suggest that > you add an active link (that fires on After Submit) to pull (via a > SetField Action) the value from the related SLA record. The hardest > part should be getting the Set Field qualification correct. > > Good luck. > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > On 10/19/07, Ri Mez <[EMAIL PROTECTED]> wrote: > > > > > Thanks for the input DJHuang . I was hoping for something that > > wouldn't involve creating a new form (I've never done it yet) but it > > looks like I need to start learning how to do it. > > > What I was wondering was if it's possible to use SLM to push a value > > to the 'estimated resolution date'. My biggest problem is how would I > > get the calculated date? > > > The work flow I'm thinking of goes like this: > > 1. An incident is created. It matches a service target (say 24 hours) > > for resolution > > 2. The 0% milestone would take the service target time (say, 24 Hours) > > and calculate the time of resolution by the reported date of the > > incident. So if the reported date was 1.10.07 5:12:46 PM the pushed > > value would be 2.10.07 5:12:46 PM. > > 3. This value would be pushed to the estimated resolution date field > > of the incident. > > > Is there a way to have ARS calculate this? Or am I just going with > > the completely wrong approach? > > > Thanks, > > Richard > > > On Oct 18, 2:11 pm, DJHuang <[EMAIL PROTECTED]> wrote: > > > Hello, > > > > Pardon and correct me for typo or poor grammar if there's any. > > > I have similar situation but need to calculate based on user's site. > > > But I think it's not that different. > > > > You can create a form, keep the mapping in the form like: > > > Priority=High, ETA=1hr, EstResolved=2hr, something like this. > > > Then you need to compose a filter to calculate and push the value. > > > >1. Create a filter when priority is modified or has been set a value. > > >2. Use the value of Priority as keyword, lookup in the form you just > > >created, you get the ETA and EstResolved factor accordingly. > > >3. Use Application-Bus-Time-Add sort of functions to calculate the > > >real ETA EstResolved date/time. > > >4. Push the calculated value back to the incident ticket. > > > > Hope this could help a little bit. > > > > DJHuang > > > > 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > > > > Hi Everyone, > > > > > I've a situation right now where the IT Mangers are requesting that > > > > Remedy be able to calculate the estimated resolution date > > > > automatically based on the priority of an incident. As far as I know > > > >
Re: ARS 7 - Calculating "estimated resolution date" - is it possible?
Richard, I think you maybe over complicating things a bit. The real difficulty is in defining the formula for the calculation. However, I will talk thought a very simple example and see if this idea might work for you. Let us say that you have three priorities and for each priority there is a fixed amount of time that will be used. So... Priority 1 --> 1 hour Priority 2 --> 8 Hours Priority 3 --> 24 hours If the math is as simple as that AND you are working with a 24x7x365 business then you might only need three filters that fire on Submit to set the 'estimated resolution date' = $TIMESTAMP$ + However, if you do not have a 24x7x365 business then you should look at the Application-Bus-Time-Add functionality to avoid setting the value to business hours when the business is not open. But you also mentioned that you have the SLA out of the box application too. I would hope that the functionality in SLA would be able to "figure out" when the record should be complete. ( Although the value may not be in the 'estimated resolution date' field, the value should be knowable by the support agent. The agent might even be instructed to input the value that SLA calculates into the 'estimated resolution date' field.) HTH. Also it sounds like you have not done much ARS development work. ( So please forgive me if this is not the case. ) Due to the complexity of the Out of the Box applications I would suggest that if you are going to try to get the application to "use the SLA" date that you do not try to do it with an ARS Push Action. Instead, I would suggest that you add an active link (that fires on After Submit) to pull (via a SetField Action) the value from the related SLA record. The hardest part should be getting the Set Field qualification correct. Good luck. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/19/07, Ri Mez <[EMAIL PROTECTED]> wrote: > Thanks for the input DJHuang . I was hoping for something that > wouldn't involve creating a new form (I've never done it yet) but it > looks like I need to start learning how to do it. > > What I was wondering was if it's possible to use SLM to push a value > to the 'estimated resolution date'. My biggest problem is how would I > get the calculated date? > > The work flow I'm thinking of goes like this: > 1. An incident is created. It matches a service target (say 24 hours) > for resolution > 2. The 0% milestone would take the service target time (say, 24 Hours) > and calculate the time of resolution by the reported date of the > incident. So if the reported date was 1.10.07 5:12:46 PM the pushed > value would be 2.10.07 5:12:46 PM. > 3. This value would be pushed to the estimated resolution date field > of the incident. > > Is there a way to have ARS calculate this? Or am I just going with > the completely wrong approach? > > Thanks, > Richard > > On Oct 18, 2:11 pm, DJHuang <[EMAIL PROTECTED]> wrote: > > Hello, > > > > Pardon and correct me for typo or poor grammar if there's any. > > I have similar situation but need to calculate based on user's site. > > But I think it's not that different. > > > > You can create a form, keep the mapping in the form like: > > Priority=High, ETA=1hr, EstResolved=2hr, something like this. > > Then you need to compose a filter to calculate and push the value. > > > >1. Create a filter when priority is modified or has been set a value. > >2. Use the value of Priority as keyword, lookup in the form you just > >created, you get the ETA and EstResolved factor accordingly. > >3. Use Application-Bus-Time-Add sort of functions to calculate the > >real ETA EstResolved date/time. > >4. Push the calculated value back to the incident ticket. > > > > Hope this could help a little bit. > > > > DJHuang > > > > 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > > > > > > > > > > > > Hi Everyone, > > > > > I've a situation right now where the IT Mangers are requesting that > > > Remedy be able to calculate the estimated resolution date > > > automatically based on the priority of an incident. As far as I know > > > this functionality is completely missing from Remedy. > > > > > Does anyone have any experience with this type of requirement? If so > > > how were you able to provide it? > > > > > The only thing I can think of right now is tying in the Service Target > > > of the incident to the "estimated resolution date" field. > > > Unfortunately I'm not sure how to tackle this. > > > > > All feedback and comments would really be appreciated. > > > > > thanks, > > > Richard > > > > > ___ > > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > > > the Answers Are" > > > > ___ > > UNSUBSCR
Re: ARS 7 - Calculating "estimated resolution date" - is it possible?
Thanks for the input DJHuang . I was hoping for something that wouldn't involve creating a new form (I've never done it yet) but it looks like I need to start learning how to do it. What I was wondering was if it's possible to use SLM to push a value to the 'estimated resolution date'. My biggest problem is how would I get the calculated date? The work flow I'm thinking of goes like this: 1. An incident is created. It matches a service target (say 24 hours) for resolution 2. The 0% milestone would take the service target time (say, 24 Hours) and calculate the time of resolution by the reported date of the incident. So if the reported date was 1.10.07 5:12:46 PM the pushed value would be 2.10.07 5:12:46 PM. 3. This value would be pushed to the estimated resolution date field of the incident. Is there a way to have ARS calculate this? Or am I just going with the completely wrong approach? Thanks, Richard On Oct 18, 2:11 pm, DJHuang <[EMAIL PROTECTED]> wrote: > Hello, > > Pardon and correct me for typo or poor grammar if there's any. > I have similar situation but need to calculate based on user's site. > But I think it's not that different. > > You can create a form, keep the mapping in the form like: > Priority=High, ETA=1hr, EstResolved=2hr, something like this. > Then you need to compose a filter to calculate and push the value. > >1. Create a filter when priority is modified or has been set a value. >2. Use the value of Priority as keyword, lookup in the form you just >created, you get the ETA and EstResolved factor accordingly. >3. Use Application-Bus-Time-Add sort of functions to calculate the >real ETA EstResolved date/time. >4. Push the calculated value back to the incident ticket. > > Hope this could help a little bit. > > DJHuang > > 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > > > > > > Hi Everyone, > > > I've a situation right now where the IT Mangers are requesting that > > Remedy be able to calculate the estimated resolution date > > automatically based on the priority of an incident. As far as I know > > this functionality is completely missing from Remedy. > > > Does anyone have any experience with this type of requirement? If so > > how were you able to provide it? > > > The only thing I can think of right now is tying in the Service Target > > of the incident to the "estimated resolution date" field. > > Unfortunately I'm not sure how to tackle this. > > > All feedback and comments would really be appreciated. > > > thanks, > > Richard > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > > the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS 7 - Calculating "estimated resolution date" - is it possible?
Hello, Pardon and correct me for typo or poor grammar if there's any. I have similar situation but need to calculate based on user's site. But I think it's not that different. You can create a form, keep the mapping in the form like: Priority=High, ETA=1hr, EstResolved=2hr, something like this. Then you need to compose a filter to calculate and push the value. 1. Create a filter when priority is modified or has been set a value. 2. Use the value of Priority as keyword, lookup in the form you just created, you get the ETA and EstResolved factor accordingly. 3. Use Application-Bus-Time-Add sort of functions to calculate the real ETA EstResolved date/time. 4. Push the calculated value back to the incident ticket. Hope this could help a little bit. DJHuang 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > Hi Everyone, > > I've a situation right now where the IT Mangers are requesting that > Remedy be able to calculate the estimated resolution date > automatically based on the priority of an incident. As far as I know > this functionality is completely missing from Remedy. > > Does anyone have any experience with this type of requirement? If so > how were you able to provide it? > > The only thing I can think of right now is tying in the Service Target > of the incident to the "estimated resolution date" field. > Unfortunately I'm not sure how to tackle this. > > All feedback and comments would really be appreciated. > > thanks, > Richard > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ARS 7 - Calculating "estimated resolution date" - is it possible?
Hi Everyone, I've a situation right now where the IT Mangers are requesting that Remedy be able to calculate the estimated resolution date automatically based on the priority of an incident. As far as I know this functionality is completely missing from Remedy. Does anyone have any experience with this type of requirement? If so how were you able to provide it? The only thing I can think of right now is tying in the Service Target of the incident to the "estimated resolution date" field. Unfortunately I'm not sure how to tackle this. All feedback and comments would really be appreciated. thanks, Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
