SLA Question
Good morning my friends! I've got a question for you all ARS 6.3 running on Solaris with ITSM 5.5 I've got a problem with some configurations that I inherited on my ITSM installation. The Helpdesk was configured to use a 24 hour business time set, I have just changed it to work with a M-F 8-5 set. The problem that I'm having is that in the SLA tool (the one that came with ITSM, not the full blown SLA tool that is "sold sepreately") I cannot figure out a way to have the HD tkts. re-scanned to come up with numbers more in line with what it should be (using new bussiness time entry). I keep coming up with a parent time of 0! Now, I'm pretty sure from what I see that what I want to do is just plain impossible, but I thought I take this last chance so that I can tell Management that for the Month of January we are SOL. Anybody have any ideas? Thanks in Advance! Warren -- 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"
Re: SLA Question
The limited tickets not met are due to the stop qualification happening at the same time as the start. See if thee is any other qualification can be used that will always fire after the initial create. -Original Message- From: Timothy Rondeau <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Fri, 17 Oct 2008 1:43 pm Subject: Re: SLA Question ** We have to show that the ticket was created.? It meets the customers SLA.??? It always is meet, but out of 60,000 tickets say, 100 of them were stuck In Process ? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Friday, October 17, 2008 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: SLA Question ? ** Remember that the Service target is looking for a change in state. If an Target is met by creating a ticket what business justification is there for having this. -Original Message- From: Timothy Rondeau <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Fri, 17 Oct 2008 1:21 pm Subject: SLA Question Hi All, ? We are using the SLM module for our SLA's.? I noticed on one SLA, it keeps getting stuck 'In Process'.? Makes no sense. This SLA is always suppose to be met, just by opening the Incident. ? Example: ? ? Measurement: ? Start When: ? 'Reported Date' != $\NULL$ ? Stop When ? 1=1 ? ? For whatever reason some sit? 'In Process'. ? Anyone seen this issue ? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ? McCain or Obama? Stay updated on coverage of the Presidential race while you browse - Download Now! __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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 Question
We have to show that the ticket was created. It meets the customers SLA.It always is meet, but out of 60,000 tickets say, 100 of them were stuck In Process From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Friday, October 17, 2008 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: SLA Question ** Remember that the Service target is looking for a change in state. If an Target is met by creating a ticket what business justification is there for having this. -Original Message- From: Timothy Rondeau <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Fri, 17 Oct 2008 1:21 pm Subject: SLA Question Hi All, We are using the SLM module for our SLA's. I noticed on one SLA, it keeps getting stuck 'In Process'. Makes no sense. This SLA is always suppose to be met, just by opening the Incident. Example: Measurement: Start When: 'Reported Date' != $\NULL$ Stop When 1=1 For whatever reason some sit 'In Process'. Anyone seen this issue ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" McCain or Obama? Stay updated on coverage of the Presidential race while you browse - Download Now! <http://pr.atwola.com/promoclk/10075x1211139166x1200680084/aol?redir =http://toolbar.aol.com/elections/download.html?ncid=emlweusdown0002 > __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 Question
Remember that the Service target is looking for a change in state. If an Target is met by creating a ticket what business justification is there for having this. -Original Message- From: Timothy Rondeau <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Fri, 17 Oct 2008 1:21 pm Subject: SLA Question Hi All, We are using the SLM module for our SLA's. I noticed on one SLA, it keeps getting stuck 'In Process'. Makes no sense. This SLA is always suppose to be met, just by opening the Incident. Example: Measurement: Start When: 'Reported Date' != $\NULL$ Stop When 1=1 For whatever reason some sit 'In Process'. Anyone seen this issue ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SLA Question
Hi All, We are using the SLM module for our SLA's. I noticed on one SLA, it keeps getting stuck 'In Process'. Makes no sense. This SLA is always suppose to be met, just by opening the Incident. Example: Measurement: Start When: 'Reported Date' != $\NULL$ Stop When 1=1 For whatever reason some sit 'In Process'. Anyone seen this issue ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SLA question by day
Here's a hokey idea: Set the Business Hours to be only open for 1 hour a day, and pick an hour when the center is not actually open. Next, define the SLA's as 1 hr = 1 day. Example: Center is open from 8AM - 5PM Business Hours form has the business hours as 10PM - 11PM. A ticket with a 1 hour (1 Day) SLA comes in at 1 PM and is closed at 4 PM, the SLA is met because we never even hit the business hours. Another ticket with a 3 hour SLA comes in at 1PM on Monday. It will not expire until 11 PM on Wednesday. Maybe not the best suggestion, but it should work. -Jesse -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Thursday, December 14, 2006 10:59 AM To: arslist@ARSLIST.ORG Subject: SLA question by day Ok I have been asked if SLAs can be setup to run by the day and not by real time. So basically if a ticket is closed during the day it's due regardless of time it could be considered met goal. AR 6.3 Helpdesk 6.0 SQL 2000 Thanks Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc ___ 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"
SLA question by day
Ok I have been asked if SLAs can be setup to run by the day and not by real time. So basically if a ticket is closed during the day it's due regardless of time it could be considered met goal. AR 6.3 Helpdesk 6.0 SQL 2000 Thanks Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
