Re: SLA 5.5
Warren I've got the 5.5 SLA User Guide if that would help. -- 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, February 06, 2009 12:51 PM To: arslist@ARSLIST.ORG Subject: SLA 5.5 ** Does anybody have the PDF's for the ITSM 5.5 suite? Specifically the SLA (i'll take them all if you have them)? I'd really appreciate it. RANT It's pretty weak that BMC doesn't keep the documentation available to PAYING CUSTOMERS! I don't care if it's out of support, it takes NO space to keep them on file *SIGH* /RANT Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLA 5.5
Thanks Chris! Scott Parrish sent me a copy already. Appreciate the offer! On Wed, Feb 11, 2009 at 4:07 PM, Danaceau, Chris chris_danac...@fanniemae.com wrote: ** Warren I've got the 5.5 SLA User Guide if that would help. -- 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, February 06, 2009 12:51 PM *To:* arslist@ARSLIST.ORG *Subject:* SLA 5.5 ** Does anybody have the PDF's for the ITSM 5.5 suite? Specifically the SLA (i'll take them all if you have them)? I'd really appreciate it. RANT It's pretty weak that BMC doesn't keep the documentation available to PAYING CUSTOMERS! I don't care if it's out of support, it takes NO space to keep them on file *SIGH* /RANT Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions 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: RMI Solutions ARSlist: Where the Answers Are
SLA 5.5
Does anybody have the PDF's for the ITSM 5.5 suite? Specifically the SLA (i'll take them all if you have them)? I'd really appreciate it. RANT It's pretty weak that BMC doesn't keep the documentation available to PAYING CUSTOMERS! I don't care if it's out of support, it takes NO space to keep them on file *SIGH* /RANT Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SLA 5.5: Repeating Milestone Actions
Title: SLA 5.5: Repeating Milestone Actions ** Hello all, Im usually just a lurker, but I now need some help. We are trying to setup SLA that fires notifications when the Incident status reaches Restored. That works, fine, but as soon as I change the status to something else, and then back to Restored, the Milestone action wont run again. What am I doing incorrectly, or is this normal? Is there a workaround? Many, MANY thanks! Patrick Shelston Consultant, Managed Application Services, ITS Allstream - http://www.allstream.com [EMAIL PROTECTED] Work: 905-896-6254 Mobile: 416-845-3158 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: SLA 5.5 issues
** Bob, Have you tried running the sync search database on both servers (off peak on the production obviously), then comparing workflow using the delete field (for the delete error) and the time fields (for the time errors)? Maybe something is slightly different and this will help you to compare apples to apples. I'm not positive if they fixed it in 5.5 but in all older versions of SLA there was an issue with orphans being left if the terms and condition changed. For example if the priority qualification you mentioned below is in the terms and condition. If on submit on TC is true and then on modify it changes to another, the first SLA measurement gets abandoned and a new one starts. Check the entries with errors and see if they are against the same ticket as a "good" entry. This may also give you a clue.-Kelly DeaverDirector, ITSM PracticeXinify[EMAIL PROTECTED] Original Message ----Subject: SLA 5.5 issuesFrom: Bob [EMAIL PROTECTED]Date: Wed, April 26, 2006 11:20 pmTo: arslist@ARSLIST.ORGRunning SLA 5.5 patched to 1457 both on dev and prod. Both dev and prod are running ARS 5.01.02 patch 1428.On dev everything runs fine.On prod I am getting multiple SLA:Measurement entries, some marked for delete but not deleted. Also several Business Time calculation errors due to parameter fields being left blank (ChildDnTotalElapsedTime and zTmpInStartTime). Deletion affects whenever an SLA:Measurement is affected, (i.e. after coming of an exclude event like Status = Pending, or changing SLAs within a group due to priority changes).Anyone encounter this before. Knowledgebase suggest looking for old SLA filters, but I have checked and rechecked and I am convinced there are none. Perhaps there is some data in the SLA forms that I should check?___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
SLA 5.5 issues
Running SLA 5.5 patched to 1457 both on dev and prod. Both dev and prod are running ARS 5.01.02 patch 1428. On dev everything runs fine. On prod I am getting multiple SLA:Measurement entries, some marked for delete but not deleted. Also several Business Time calculation errors due to parameter fields being left blank (ChildDnTotalElapsedTime and zTmpInStartTime). Deletion affects whenever an SLA:Measurement is affected, (i.e. after coming of an exclude event like Status = Pending, or changing SLAs within a group due to priority changes). Anyone encounter this before. Knowledgebase suggest looking for old SLA filters, but I have checked and rechecked and I am convinced there are none. Perhaps there is some data in the SLA forms that I should check? ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
SLA 5.5 Pending
Anyone know how to create an SLA that will immediately go to pending when the ticket is created with Status = Pending? I have found that the below definition will create an inprocess SLA for tickets created with Status = Pending, until the ticket is modified. Once the ticket is modified (i.e. adding something to the worklog) the SLA will immediately go into pending. Creating a ticket with status = Work In Progress creates an inprocess SLA, then modifying the ticket to pending, forces the SLA into Pending. It is as if an SLA cannot be started and excluded in a single update. Current Environment: ARS 5.01.02 Patch 1428 SLA 5.5 patched to 1457 SLA Definition: Goal Type: Resolution Time Start Measuring When: 'Status' = New Stop Measuring When: 'Status' = Resolved Exclude When: 'Status' = Pending ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
