Re: SLM Question
I did a little more digging for my own refresh on this topic. You can't beat arinside documentation tool for these type of questions. Thanks to Misi for making it readily available for the group. As the other post mentioned it is indeed coming from Incident Manager functional role of the Support Group(either Assignee Group or Owner Group) based on your SLA configuration. 1) HPD Service Target Escalation filter creating a notification record with flag 'Functional Role' = Incident Manager 2)Notification process getting the email id Form: Schema: [image: schema.gif] CTM:SupportGroupFunctionalRolePeopleLookUphttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm Qualification: 'Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100079.htm' = $Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100079.htm$ AND 'Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100171.htm' = $Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100171.htm$ AND 'Notification Availabilityhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100846.htm' = Yes You can validate it from the below workflow. http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SLM Question
Thanks all for the help! Geri Shaw Process Quality Lead T 281.584.5052 C 713.256.4485 F 281.584.2525 [cid:image003.png@01CDA13C.92F56D80] From: patchsk [mailto:vamsi...@gmail.com] Sent: Wednesday, October 03, 2012 3:41 AM To: arsl...@googlegroups.com Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Shaw, Geri 000 Subject: Re: SLM Question I did a little more digging for my own refresh on this topic. You can't beat arinside documentation tool for these type of questions. Thanks to Misi for making it readily available for the group. As the other post mentioned it is indeed coming from Incident Manager functional role of the Support Group(either Assignee Group or Owner Group) based on your SLA configuration. 1) HPD Service Target Escalation filter creating a notification record with flag 'Functional Role' = Incident Manager 2)Notification process getting the email id Form: Schema: [schema.gif] CTM:SupportGroupFunctionalRolePeopleLookUphttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm Qualification: 'Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100079.htm' = $Support Group IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100079.htm$ AND 'Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100171.htm' = $Functional Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100171.htm$ AND 'Notification Availabilityhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100846.htm' = Yes You can validate it from the below workflow. http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image003.png
Re: SLM Question
A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Was there a Manager who asked you to do that who now thinks he understands how it works? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Sent: Sat 3/28/2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Question A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Actually - I was interested in DOT http://www.graphviz.org/ -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 28, 2009, at 11:24 AM, Chris Danaceau wrote: Was there a Manager who asked you to do that who now thinks he understands how it works? -- Chris Danaceau AttivaSoft Solutions Architect From: Action Request System discussion list(ARSList) on behalf of John Sent: Sat 3/28/2009 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Question A little SLM fun I did 2 years ago or so: http://img.skitch.com/20090328-1b4nax88g5nyhiiwn687nybi9f.jpg -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com On Mar 27, 2009, at 11:24 PM, Shafqat Ayaz wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Recently my customer upgraded to SLM 7.1 Patch 1.. i have seen this No Service Target Assigned scenario that you have explained... In my case when the SLM measuremnt staus is Warning it would change the SLM status to No Service Target Assigned this is a known issue .. check with BMC support for KB and Fix in this regard. for your other problem *when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached,* i would check the Terms and condition of the Service target.. check if it includes company A... in case it is there in the TC you need to modify the TC to accomodate company B On Sat, Mar 28, 2009 at 9:54 AM, Shafqat Ayaz shafq...@yahoo.com wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
Sam thanks, appreciate it very much. I will check the BMC site for the KB. shafqat --- On Sat, 3/28/09, Sam Rx sam...@gmail.com wrote: From: Sam Rx sam...@gmail.com Subject: Re: SLM Question To: arslist@ARSLIST.ORG Date: Saturday, March 28, 2009, 5:48 AM Recently my customer upgraded to SLM 7.1 Patch 1.. i have seen this No Service Target Assigned scenario that you have explained... In my case when the SLM measuremnt staus is Warning it would change the SLM status to No Service Target Assigned this is a known issue .. check with BMC support for KB and Fix in this regard. for your other problem *when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached,* i would check the Terms and condition of the Service target.. check if it includes company A... in case it is there in the TC you need to modify the TC to accomodate company B On Sat, Mar 28, 2009 at 9:54 AM, Shafqat Ayaz shafq...@yahoo.com wrote: Hi All I have a question on SLM. On our system we have two companies, the SLA is currently only implemented for one company. Ok the question In about 5% of the Incidents the SLM Status field is not getting updated properly. The SLM Status field shows No Service Target Assigned, even though the table above the Service Targets table shows, the targets being met or missed or whatever correctly. The SLM Module seems to be working properly, the appropriate notifications are being sent out properly, but the SLM Status field is not getting updated properly. Anyone have any ideas why this should be happening. Also in some instances when the ticket is assigned from one company to another and back again, sometimes the SLM Status field shows No Service Target Assigned, although there should be. It looks like, say that the SLA is defined for company A and not company B. when a ticket is assigned to company A, the SLA gets attached, when it is re-assigned to company B it gets detached, but if the ticket is then re-assigned back to company A, the SLA does not get attached properly. Any ideas or suggestions would as always be most welcome. Many thanks in advance. ARS 7.0.1 SLM 7.1 Oracle 10 Solaris Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Question
I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM Question
After filtering it for Solaris, all I see is BMC Service Level Management BMC Service Level Mangement 7.1.00 BMC Service Level Management 7.0.03 thanks shafqat - Original Message From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 4:01:11 PM Subject: Re: SLM Question ** I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM Question
Are you on the patch downloads or the product download? Chances are it may not be found in the patches.. I cannot say this for sure as I don't quite remember, but you will definitely find that file in the base version available under product download.. Try there let me know if you can find it there.. Also if its not there, try unzipping what you have downloaded. Maybe for solaris it is in the main gz file? Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 7:09:52 PM Subject: Re: SLM Question ** After filtering it for Solaris, all I see is BMC Service Level Management BMC Service Level Mangement 7.1.00 BMC Service Level Management 7.0.03 thanks shafqat - Original Message From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 4:01:11 PM Subject: Re: SLM Question ** I saw this email you wrote to the list after I replied to the mail you sent me offline.. Unfortunately I do not have the Solaris version of the file.. What is the file listing that you see when you try to download the solaris version from Remedy's download page? The file should be called arintegrator (at least thats what it is called in Windows with an exe extension.) Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2008 5:33:21 PM Subject: SLM Question ** Hi All Having installed the SLM Module, according to the manual, I now need to run the Integrator. Unfortunately the file does not exist. I have looked at the extracted file, and there is no file that matches the name of bmcarintegrationOS.bin Any one have any ideas where I can find this file? Or can I download it from somewhere? I need the Solaris version Many thanks shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM question
The exclude statement indicates the condition where the measurement for escalation stops – the clock will stop counting down to the goal (or percentage of goal) when it is placed in a pending status, and resume when that status changes. On the Incident Management side the OOTB integration templates only stop when it is Pending for a reason of Client Hold, so it can be that specific. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Tuesday, June 24, 2008 12:38 AM To: arslist@ARSLIST.ORG Subject: SLM question ** All, I am trying to understand the SLM module in ITSM. Can any one of us explain me about the Mesaurement criteria in SLM module. I am little confused with one of the parameter defined in the Mesaurement criteria called Exclude. What does Exclude means ? What exactly happens behind the scene. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ image001.jpg
