Re: SLA Responded?
.and I will check the BMC KB's next time before I post :) Also - from what I can read below the predefined Incident Response time SLA Template is completely meaningless and useless. Response field : -The SLA Responded (Response) field, ID 101296, on HPD:Helpdesk is a drop-down list with the possible values of Yes/No. There is no default value.For the field SLA Responded, the trigger is the 'Reported Source' field. There is a backend form called 'SYS:Reported Source' and what can happen is that various reported sources can trigger this field to become unhidden. There is no direct tie-in with SLA, but this field can be integrated with SLM.To prevent the SLA Responded field from triggering, set all of the SYS:Reported Source records to be: 'SLA Responded' = "Yes". Any setting for this field to be "No" for the reported source record 'SYS:Reported Source' will cause the SLA Responded field to become unhidden.This filed is also used to set the SLA responded date. Page number 77 of ITSM 7.6 user guide gives more information on Response field. See knowledge article KA302466 for suggestions related to this problem William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 From: William Rentfrow Sent: Tuesday, October 06, 2015 8:58 AM To: arslist@ARSLIST.ORG Subject: SLA Responded? Hi all - Anyone know what sets the "SLA Responded" field in HPD:Help Desk (ITSM 8.1) to "Yes"? I can't find it in the documentation. In SLM there's a pre-defined template for incident response. The value is considered true if SLA Responded = Yes. I've dumped all of the workflow on HPD:Help Desk to an export file and I've been searching for the field ID and going through workflow but it would be much easier if someone knows what the definition/process of setting that field to "Yes" is. I assumed it was something like a Work Log entry where the agent selected one of the types of them trying to contact a customer would flag it but it's not that simple - I tested that. Also, resolving an incident does not set that field to Yes. I assumed that would be true but it's not. William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SLA Responded?
Hi all - Anyone know what sets the "SLA Responded" field in HPD:Help Desk (ITSM 8.1) to "Yes"? I can't find it in the documentation. In SLM there's a pre-defined template for incident response. The value is considered true if SLA Responded = Yes. I've dumped all of the workflow on HPD:Help Desk to an export file and I've been searching for the field ID and going through workflow but it would be much easier if someone knows what the definition/process of setting that field to "Yes" is. I assumed it was something like a Work Log entry where the agent selected one of the types of them trying to contact a customer would flag it but it's not that simple - I tested that. Also, resolving an incident does not set that field to Yes. I assumed that would be true but it's not. William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?
Wish I could give you details, but I'm not the point person on that app. Suffice to say that there are architectural issues. Press your sales rep. to get those fixed sooner than BMC plans to do so. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, September 28, 2007 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field? Rick, That sucks. I have consistently suggested to customers to forget about using ITSM's SLA since my failed attempts at making sense of and using SLA 4. Three versions later, you are telling me they have been adding bells and whistles to this pretty boy, while the engine still sputters and the body rattles. What a fun ride. The power of shiny paint! Once while visiting a BMW plant, the host told me cars sell for their paint. I thought he was kidding. But what do I know? Any specific issues with SLM 7 I should know about? Wonder how many are using it in production. --- Rick Cook <[EMAIL PROTECTED]> wrote: > Rabi, there are still significant problems with SLM v7. It's a great > concept, it's a great looking and well-thought out application, but > the inner workings still have some holes. > > I guess what I'm saying is that it may not be a problem with something > you did. > > Rick > > On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]> > wrote: > > > > I have a simple SL agreement and a service target defined for > > Incidents in IM 7. > > > > The "measurement" I used was the out of box > "Incident > > Response" which monitors the 'SLA Responded?' > field on > > the form to go from No to Yes. > > > > Nice of them to give me a measurement I can use, > but > > there is no workflow to set 'SLA Responded?' to > "Yes"! > > Ever! It's set to Yes during submission only for certain values of > > 'Reported Source' (such as Web), > but > > during submission if 'SLA Responded' is "No", it > is > > never set to "Yes" no matter what happens on the incident. > > > > So I set status to InProgress and even resolve the ticket, but my > > SLA is still in "In Process" and > sure > > enough the 'SLA Responded' is still No. > > > > Am I supposed to add my own workflow to manage > this > > field? I feel like they gift wrapped it pretty > well, > > but the gift if missing and I am being told to go > buy > > whatever the hell I want, with my own money. > Bummer. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ 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"
Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?
Rabi, don't have SLM here at UNCW, just ServiceDesk 7.
We wanted to report on the Responded Date, which we could see in testing
was not getting updated, just like you noticed.
So I created one new filter for form HPD:Help Desk that does update the
Responded Date
The filter executes on Submit and Modify and Execution Order is 528
The Run If is: ('Responded Date' = $NULL$) AND ('Status' > "Assigned")
There is one action: Set Fields, Server Name CURRRENT TRANSACTION
Read value from CURRENT TRANSACTION
Field Responded Date Value $TIMESTAMP$
if you need all that, hope it helps
Colin
ARS 7 ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Friday, September 28, 2007 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on Incident Management 7. No OOB workflow to set "SLA
Responded" field?
Rick,
That sucks.
I have consistently suggested to customers to forget about using ITSM's
SLA since my failed attempts at making sense of and using SLA 4. Three
versions later, you are telling me they have been adding bells and
whistles to this pretty boy, while the engine still sputters and the
body rattles. What a fun ride.
The power of shiny paint! Once while visiting a BMW plant, the host told
me cars sell for their paint. I thought he was kidding. But what do I
know?
Any specific issues with SLM 7 I should know about?
Wonder how many are using it in production.
--- Rick Cook <[EMAIL PROTECTED]> wrote:
> Rabi, there are still significant problems with SLM v7. It's a great
> concept, it's a great looking and well-thought out application, but
> the inner workings still have some holes.
>
> I guess what I'm saying is that it may not be a problem with something
> you did.
>
> Rick
>
> On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]>
> wrote:
> >
> > I have a simple SL agreement and a service target defined for
> > Incidents in IM 7.
> >
> > The "measurement" I used was the out of box
> "Incident
> > Response" which monitors the 'SLA Responded?'
> field on
> > the form to go from No to Yes.
> >
> > Nice of them to give me a measurement I can use,
> but
> > there is no workflow to set 'SLA Responded?' to
> "Yes"!
> > Ever! It's set to Yes during submission only for certain values of
> > 'Reported Source' (such as Web),
> but
> > during submission if 'SLA Responded' is "No", it
> is
> > never set to "Yes" no matter what happens on the incident.
> >
> > So I set status to InProgress and even resolve the ticket, but my
> > SLA is still in "In Process" and
> sure
> > enough the 'SLA Responded' is still No.
> >
> > Am I supposed to add my own workflow to manage
> this
> > field? I feel like they gift wrapped it pretty
> well,
> > but the gift if missing and I am being told to go
> buy
> > whatever the hell I want, with my own money.
> Bummer.
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> ARSlist:"Where the Answers Are"
>
Need a vacation? Get great deals
to amazing places on Yahoo! Travel.
http://travel.yahoo.com/
___
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"
Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?
Rick, That sucks. I have consistently suggested to customers to forget about using ITSM's SLA since my failed attempts at making sense of and using SLA 4. Three versions later, you are telling me they have been adding bells and whistles to this pretty boy, while the engine still sputters and the body rattles. What a fun ride. The power of shiny paint! Once while visiting a BMW plant, the host told me cars sell for their paint. I thought he was kidding. But what do I know? Any specific issues with SLM 7 I should know about? Wonder how many are using it in production. --- Rick Cook <[EMAIL PROTECTED]> wrote: > Rabi, there are still significant problems with SLM > v7. It's a great > concept, it's a great looking and well-thought out > application, but the > inner workings still have some holes. > > I guess what I'm saying is that it may not be a > problem with something you > did. > > Rick > > On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]> > wrote: > > > > I have a simple SL agreement and a service target > > defined for Incidents in IM 7. > > > > The "measurement" I used was the out of box > "Incident > > Response" which monitors the 'SLA Responded?' > field on > > the form to go from No to Yes. > > > > Nice of them to give me a measurement I can use, > but > > there is no workflow to set 'SLA Responded?' to > "Yes"! > > Ever! It's set to Yes during submission only for > > certain values of 'Reported Source' (such as Web), > but > > during submission if 'SLA Responded' is "No", it > is > > never set to "Yes" no matter what happens on the > > incident. > > > > So I set status to InProgress and even resolve the > > ticket, but my SLA is still in "In Process" and > sure > > enough the 'SLA Responded' is still No. > > > > Am I supposed to add my own workflow to manage > this > > field? I feel like they gift wrapped it pretty > well, > > but the gift if missing and I am being told to go > buy > > whatever the hell I want, with my own money. > Bummer. > > ___ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org ARSlist:"Where the Answers Are" > Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?
Rabi, there are still significant problems with SLM v7. It's a great concept, it's a great looking and well-thought out application, but the inner workings still have some holes. I guess what I'm saying is that it may not be a problem with something you did. Rick On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote: > > I have a simple SL agreement and a service target > defined for Incidents in IM 7. > > The "measurement" I used was the out of box "Incident > Response" which monitors the 'SLA Responded?' field on > the form to go from No to Yes. > > Nice of them to give me a measurement I can use, but > there is no workflow to set 'SLA Responded?' to "Yes"! > Ever! It's set to Yes during submission only for > certain values of 'Reported Source' (such as Web), but > during submission if 'SLA Responded' is "No", it is > never set to "Yes" no matter what happens on the > incident. > > So I set status to InProgress and even resolve the > ticket, but my SLA is still in "In Process" and sure > enough the 'SLA Responded' is still No. > > Am I supposed to add my own workflow to manage this > field? I feel like they gift wrapped it pretty well, > but the gift if missing and I am being told to go buy > whatever the hell I want, with my own money. Bummer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?
I have a simple SL agreement and a service target defined for Incidents in IM 7. The "measurement" I used was the out of box "Incident Response" which monitors the 'SLA Responded?' field on the form to go from No to Yes. Nice of them to give me a measurement I can use, but there is no workflow to set 'SLA Responded?' to "Yes"! Ever! It's set to Yes during submission only for certain values of 'Reported Source' (such as Web), but during submission if 'SLA Responded' is "No", it is never set to "Yes" no matter what happens on the incident. So I set status to InProgress and even resolve the ticket, but my SLA is still in "In Process" and sure enough the 'SLA Responded' is still No. Am I supposed to add my own workflow to manage this field? I feel like they gift wrapped it pretty well, but the gift if missing and I am being told to go buy whatever the hell I want, with my own money. Bummer. Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
