Re: SLA Questions - Answers
Based on what I can see with your attachment, the problem you may encounter is
that the SLA will never apply and start if the ticket is Resolved or Closed
outright. Weve setup or SLAs with the following criteria:
Start When: 'Status' <= "Closed"
Stop When: 'Status' >= "Resolved"
Exclude When: 'Status' = "Pending"
This way the SLA is always applied and started for any tickets that meet the
Terms and Conditions since all tickets have a status of <= Closed.
Then it will also stop after it reaches or goes beyond Resolved and exclude at
our Pending status.
You can probably exclude at Pending and Resolved but I believe they will
probably not start correctly or work properly unless you setup the Start
conditions to match any tickets and instead select only the tickets that match
your Terms and Conditions.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Wednesday, September 03, 2008 6:25 AM
To: arslist@ARSLIST.ORG
Subject: Fw: SLA Questions - Answers
***
Warning: Your file, SLA.zip/SLA.bmp, exceeds 99 decompression ratio after
decompression and cannot be scanned by InterScan.
***
Hi Peter,
Thank you .
I have a lot of sla but you can see the attach screen shot and see one of them :
(See attached file: SLA.zip)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
"Lammey, Peter
A."
<[EMAIL PROTECTED] To
SPN.COM> arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)"Re: SLA Questions - Answers
<[EMAIL PROTECTED]
ORG>
02/09/2008 15:27
Please respond to
[EMAIL PROTECTED]
RG
Actually it looks like you are on a different version than we are. We are now
on SLM 7.03 so I don't think you are encountering the same bugs we have been
dealing with.
What are your Start and Stop criteria for the SLAs that you created?
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, September 02, 2008 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hi ,
Thank's for your reply .
I'm using SLA 6 .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
"Lammey, Peter
A."
<[EMAIL PROTECTED] To
SPN.COM> arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)"Re: SLA Questions - Answers
<[EMAIL PROTECTED]
ORG>
28/08/2008 15:31
Please respond to
[EMAIL PROTECTED]
RG
Sharon,
What version of SLM are you using?
We had a problem for quite some time after we rolled out SLM 7.0.3 which seems
to be what you are experiencing where the SLA status is set to Attached and the
Due Dates are blanked out.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Lisa Westerfield
Sent: Wednesday, August 27, 2008 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
That is correct, but you should still see the Due Date/Time from the Incident
on the SLM tab. There is a column on the Service Targets table that says Due
Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after
the record is resolved .
My problem is that when the process is "Attached " you don't get the
Re: SLA Questions - Answers
Actually it looks like you are on a different version than we are. We are now
on SLM 7.03 so I don't think you are encountering the same bugs we have been
dealing with.
What are your Start and Stop criteria for the SLAs that you created?
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, September 02, 2008 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hi ,
Thank's for your reply .
I'm using SLA 6 .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
"Lammey, Peter
A."
<[EMAIL PROTECTED] To
SPN.COM> arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)"Re: SLA Questions - Answers
<[EMAIL PROTECTED]
ORG>
28/08/2008 15:31
Please respond to
[EMAIL PROTECTED]
RG
Sharon,
What version of SLM are you using?
We had a problem for quite some time after we rolled out SLM 7.0.3 which seems
to be what you are experiencing where the SLA status is set to Attached and the
Due Dates are blanked out.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Lisa Westerfield
Sent: Wednesday, August 27, 2008 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
That is correct, but you should still see the Due Date/Time from the Incident
on the SLM tab. There is a column on the Service Targets table that says Due
Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after
the record is resolved .
My problem is that when the process is "Attached " you don't get the sla due
date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)" Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate topic.
Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the incident
Met: This means that the Service Target was met on that incident Missed
Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time period,
and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the incident
and has been detached. This usually occurs because the priority of the
incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident, and
is based on the Goal time defined in the SLM application Service Target
criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record changed
to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due date
filed out ?
Thank
Re: SLA Questions - Answers
Hi ,
Thank's for your reply .
I'm using SLA 6 .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
"Lammey, Peter
A."
<[EMAIL PROTECTED] To
SPN.COM> arslist@ARSLIST.ORG
Sent by: "Action cc
Request System
discussion list Subject
(ARSList)" Re: SLA Questions - Answers
<[EMAIL PROTECTED]
ORG>
28/08/2008 15:31
Please respond to
[EMAIL PROTECTED]
RG
Sharon,
What version of SLM are you using?
We had a problem for quite some time after we rolled out SLM 7.0.3 which
seems to be what you are experiencing where the SLA status is set to
Attached and the Due Dates are blanked out.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Wednesday, August 27, 2008 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
That is correct, but you should still see the Due Date/Time from the
Incident on the SLM tab. There is a column on the Service Targets table
that says Due Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process
after the record is resolved .
My problem is that when the process is "Attached " you don't get the sla
due date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)" Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident Missed
Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the priority
of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident,
and is based on the Goal time defined in the SLM application Service Target
criteria.
~~~
Hi all ,
I have a
Re: SLA Questions - Answers
I've seen people have success finding developers who meet their needs by
posting their job requirements to arslist.
That's what I would suggest - good luck!
-Original Message-
From: Britt Allen Kilgrow <[EMAIL PROTECTED]>
Sent: Thursday, August 28, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
I'm trying to find a Remedy Developer, do you think you could help me?
I would be most appreciative.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, August 28, 2008 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
The Due Date/Time will not calculate until the measurement period
starts. The Terms and Conditions of the Service Target determine
whether the target is "Attached" to an incident. Once the Measurement
"Start When" criteria is met, the Service Target changes to In Progress
and displays the Due Date/Time.
If you have an incident that is resolved, and still has a Service Target
that says "Attached", it means that the Service Target never started
measuring because it never met the measurement criteria.
For example, if you have a "Resolution Service Target" that begins
measuring on 'Status' = "In Progress" and your incident moves from
"Assigned" to "Closed", the service target will remain attached but
never met the measurement criteria and will not have a Due Date/Time.
Hope that makes sense - but let me know if I can help further.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharon-Michal Mamon-Meged
Sent: Thursday, August 28, 2008 12:27 AM
To: arslist@ARSLIST.ORG
Subject: Fw: SLA Questions - Answers
Hi Lisa .
Take a look : This is a screen shoots of one "Attached " SLA with no
sla due date information .
The records status is "Resolved "
: (See attached file: SLA.zip)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>
To
Sent by: "Action arslist@ARSLIST.ORG
Request System
cc
discussion list
(ARSList)"
Subject
<[EMAIL PROTECTED] Re: SLA Questions - Answers
ORG>
28/08/2008 01:59
Please respond to
[EMAIL PROTECTED]
RG
That is correct, but you should still see the Due Date/Time from the
Incident on the SLM tab. There is a column on the Service Targets table
that says Due Date/Time which is set based on your Service Target
settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla
process after the record is resolved .
My problem is that when the process is "Attached " you don't get the sla
due date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>
To
Sent by: "Action arslist@ARSLIST.ORG
Request System
cc
discussion list
(ARSList)"
Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target
will attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident Missed
Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the
priority of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the
incident, and is based on the Goal time def
Re: SLA Questions - Answers
I'm trying to find a Remedy Developer, do you think you could help me?
I would be most appreciative.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, August 28, 2008 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
The Due Date/Time will not calculate until the measurement period
starts. The Terms and Conditions of the Service Target determine
whether the target is "Attached" to an incident. Once the Measurement
"Start When" criteria is met, the Service Target changes to In Progress
and displays the Due Date/Time.
If you have an incident that is resolved, and still has a Service Target
that says "Attached", it means that the Service Target never started
measuring because it never met the measurement criteria.
For example, if you have a "Resolution Service Target" that begins
measuring on 'Status' = "In Progress" and your incident moves from
"Assigned" to "Closed", the service target will remain attached but
never met the measurement criteria and will not have a Due Date/Time.
Hope that makes sense - but let me know if I can help further.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharon-Michal Mamon-Meged
Sent: Thursday, August 28, 2008 12:27 AM
To: arslist@ARSLIST.ORG
Subject: Fw: SLA Questions - Answers
Hi Lisa .
Take a look : This is a screen shoots of one "Attached " SLA with no
sla due date information .
The records status is "Resolved "
: (See attached file: SLA.zip)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>
To
Sent by: "Action arslist@ARSLIST.ORG
Request System
cc
discussion list
(ARSList)"
Subject
<[EMAIL PROTECTED] Re: SLA Questions - Answers
ORG>
28/08/2008 01:59
Please respond to
[EMAIL PROTECTED]
RG
That is correct, but you should still see the Due Date/Time from the
Incident on the SLM tab. There is a column on the Service Targets table
that says Due Date/Time which is set based on your Service Target
settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla
process after the record is resolved .
My problem is that when the process is "Attached " you don't get the sla
due date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>
To
Sent by: "Action arslist@ARSLIST.ORG
Request System
cc
discussion list
(ARSList)"
Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target
will attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident Missed
Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the
priority of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the
incident, and is based on the Goal time defined in the SLM application
Service Target criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and w
Re: SLA Questions - Answers
The Due Date/Time will not calculate until the measurement period starts. The
Terms and Conditions of the Service Target determine whether the target is
"Attached" to an incident. Once the Measurement "Start When" criteria is met,
the Service Target changes to In Progress and displays the Due Date/Time.
If you have an incident that is resolved, and still has a Service Target that
says "Attached", it means that the Service Target never started measuring
because it never met the measurement criteria.
For example, if you have a "Resolution Service Target" that begins measuring on
'Status' = "In Progress" and your incident moves from "Assigned" to "Closed",
the service target will remain attached but never met the measurement criteria
and will not have a Due Date/Time.
Hope that makes sense - but let me know if I can help further.
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Thursday, August 28, 2008 12:27 AM
To: arslist@ARSLIST.ORG
Subject: Fw: SLA Questions - Answers
Hi Lisa .
Take a look : This is a screen shoots of one "Attached " SLA with no sla due
date information .
The records status is "Resolved "
: (See attached file: SLA.zip)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)"Subject
<[EMAIL PROTECTED] Re: SLA Questions - Answers
ORG>
28/08/2008 01:59
Please respond to
[EMAIL PROTECTED]
RG
That is correct, but you should still see the Due Date/Time from the Incident
on the SLM tab. There is a column on the Service Targets table that says Due
Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after
the record is resolved .
My problem is that when the process is "Attached " you don't get the sla due
date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)"Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate topic.
Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met (“Start” criteria).
In Process: Means that the Service Target is current in process on the incident
Met: This means that the Service Target was met on that incident M
Re: SLA Questions - Answers
Sharon,
What version of SLM are you using?
We had a problem for quite some time after we rolled out SLM 7.0.3 which seems
to be what you are experiencing where the SLA status is set to Attached and the
Due Dates are blanked out.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Lisa Westerfield
Sent: Wednesday, August 27, 2008 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
That is correct, but you should still see the Due Date/Time from the Incident
on the SLM tab. There is a column on the Service Targets table that says Due
Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after
the record is resolved .
My problem is that when the process is "Attached " you don't get the sla due
date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)"Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate topic.
Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the incident
Met: This means that the Service Target was met on that incident Missed Goal:
This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time period,
and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the incident
and has been detached. This usually occurs because the priority of the
incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident, and
is based on the Goal time defined in the SLM application Service Target
criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record changed
to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due date
filed out ?
Thank in Advanced :)
Best Regards,
sharon mamon-meged:)
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
(Embedded image moved to file: pic27360.jpg)
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Re: SLA Questions - Answers
That is correct, but you should still see the Due Date/Time from the Incident
on the SLM tab. There is a column on the Service Targets table that says Due
Date/Time which is set based on your Service Target settings.
Are you not seeing that?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Sharon-Michal Mamon-Meged
Sent: Tuesday, August 26, 2008 11:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process after
the record is resolved .
My problem is that when the process is "Attached " you don't get the sla due
date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)"Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate topic.
Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met (“Start” criteria).
In Process: Means that the Service Target is current in process on the incident
Met: This means that the Service Target was met on that incident Missed Goal:
This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time period,
and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the incident
and has been detached. This usually occurs because the priority of the
incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident, and
is based on the Goal time defined in the SLM application Service Target
criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record changed
to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due date
filed out ?
Thank in Advanced :)
Best Regards,
sharon mamon-meged:)
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
(Embedded image moved to file: pic27360.jpg)
TuringSMI is a Platinum Sponsor of both BMC UserWorld Events
Email Disclaimer
This email has been sent from the TuringSMI Group This message is subject to
and does not create or vary any contractual relationship between TuringSMI, SMI
Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet
communications are not secure and therefore the TuringSMI Group does not accept
any legal responsibility for the contents of this message. Any views or
opinions expressed are those of the author. This message is intended for the
addressee(s) only and its contents and any attached files are strictly
confidential. If you have received it in error, please contact the sender on
the number above.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___
Re: SLA Questions - Answers
Hello Lisa .
Thank you for your answer .
If I understand correctly I am not suffused to see "Attached" sla process
after the record is resolved .
My problem is that when the process is "Attached " you don't get the sla
due date information .
Thanks in Advanced .
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
<[EMAIL PROTECTED]
INGSMI.COM>To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion list
(ARSList)"Subject
<[EMAIL PROTECTED] SLA Questions - Answers
ORG>
25/08/2008 14:44
Please respond to
[EMAIL PROTECTED]
RG
**
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target will
attach as soon as the criteria is met (“Start” criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident
Missed Goal: This means that the Service Target was missed on the incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the priority
of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the incident,
and is based on the Goal time defined in the SLM application Service Target
criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record
changed to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due
date filed out ?
Thank in Advanced :)
Best Regards,
sharon mamon-meged:)
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
(Embedded image moved to file: pic27360.jpg)
TuringSMI is a Platinum Sponsor of both BMC UserWorld Events
Email Disclaimer
This email has been sent from the TuringSMI Group
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its
subsidiaries or affiliates and you. Internet communications are not secure
and therefore the TuringSMI Group does not accept any legal responsibility
for the contents of this message. Any views or opinions expressed are those
of the author. This message is intended for the addressee(s) only and its
contents and any attached files are strictly confidential. If you have
received it in error, please contact the sender on the number above.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___
<>
SLA Questions - Answers
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target
will attach as soon as the criteria is met ("Start" criteria).
In Process: Means that the Service Target is current in process on the
incident
Met: This means that the Service Target was met on that incident
Missed Goal: This means that the Service Target was missed on the
incident
Warning: This means that the Service Target has met the warning time
period, and is in danger of missing the Service Target goal.
Detached: This means that the Service Target no longer applies to the
incident and has been detached. This usually occurs because the
priority of the incident has changed.
The Service Target Due Date/Time will show on the SLM tab of the
incident, and is based on the Goal time defined in the SLM application
Service Target criteria.
~~~
Hi all ,
I have a SLA questions .
I would like to know more about SLA process .
What mean "Attached" process ?
When does the SLA records chances to "Attached " and why ?
Does it chanced back to "missed" or "met" when the status of the record
changed to closed ?
When the process of the SLA is "Attached " Why don't I get the sla due
date filed out ?
Thank in Advanced :)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee(s) only and its contents and any attached
files are strictly confidential. If you have received it in error, please
contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
