Re: SLA's - ITSM 5.5
Warren I put together a Key to help our reporting team figure out how to measure SLA times in our 5.5 environment. This is for Help Desk tickets but it may be instructive for your Change SLA as the measurement fields are generic. Application_InstanceID : HD002552416- Case ID SLA Name : VenL2 - Resolve Medium MeasurementStatus : Met MeasurementDone : Yes MetMissed Amount : 37,130.00- In Seconds ParentStartTime : 1/3/2006 7:24:09 AM - SLA Measurement Started ParentStopTime : 1/3/2006 1:41:21 PM- SLA Measurement Completed ParentTotalElapsedTime : 22,632.00 - Total Elapsed time for SLA (seconds) - Includes Exclusion time SLAMain_GoalTime : 39,600.00- SLA Goal (in seconds) ChildDnStartTime : 1/3/2006 8:02:39 AM - Measurement Exclusion Start ChildDnStopTime : 1/3/2006 1:38:41 PM - Measurement Exclusion End ChildDnTotalElapsedTime : 20,162.00 - Total Exclusion Time -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore Sent: Friday, January 02, 2009 10:39 AM To: arslist@ARSLIST.ORG Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __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
SLA's - ITSM 5.5
ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLA's - ITSM 5.5
SLAs are either met or breached so the time to complete is not needed. -Original Message- From: Warren Baltimore warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Fri, 2 Jan 2009 10:39 am Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 ? I've been asked to create an SLA against Changes in ITSM.? I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. ? What I don't understand is this.? I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal.? The Clock is supposed to start running immediately and stop at Status = Resolved.? But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. ? As I said, this is a bit new to me, and I'm learning by trial and error.? Am I missing something?? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on?? How does the SLA rule know when something has passed. ? This is the SLA module that comes with the ITSM suite.? Not the add on. ? Thanks for any help you might be able to offer! ? Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __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: SLA's - ITSM 5.5
Thanks to everyone for your help! I really appreciate it! Warren On Fri, Jan 2, 2009 at 2:51 PM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Warren As far as I am aware and I have been learning about the SLM Module as well is: The start time is either the Reported Date or Submit Date which ever you have used in your qualification. All other times are based on the field you use as the Status field. So you can find out all the times from the Status history field, or calculate it from the HPD:Helpdesk form, from the Resolved Time - Start Time. Let me know if this answers your question. thanks shafqat --- On *Fri, 1/2/09, Roger Justice rjust2...@aol.com* wrote: From: Roger Justice rjust2...@aol.com Subject: Re: SLA's - ITSM 5.5 To: arslist@ARSLIST.ORG Date: Friday, January 2, 2009, 4:46 PM ** SLAs are either met or breached so the time to complete is not needed. -Original Message- From: Warren Baltimore warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Fri, 2 Jan 2009 10:39 am Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Get a *free MP3* every day with the Spinner.com Toolbar. Get it Nowhttp://toolbar.aol.com/spinner/download.html?ncid=emlweusdown0020. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
