I'm working through some changes for our service targets within our SLM module
and I've started to uncover some things that are happening that I swear worked
differently in our previous version. We are currently on 8.1.01 and I have
just a generic Service Target (I've switched out our internal language with
ITSM sample data:
Applies to: Incident
Goal Type: Incident Resolution Time
Terms & Conditions: 'Contact Company' = "Calbro Services" AND 'Priority' = "Low"
Single Goal of 240hrs (we use the reported date on the INC form as the Start
Time)
Measurement Criteria: We use the OOB Defined template of:
Start When: 'Status' >="New"
Stop When: 'Status' >= "Resolved"
Exclude: 'Status' = "Pending" AND 'Status_Reason' = 13000
Set Warning Status at 80%
Reset Goal for Same Request = No
Allow Service Target to Re-Open: Yes
In my use case, my service target as a target of 240hrs. Let's say I resolve
the incident within 2hrs, where my target is then met based on my criteria.
What I have found is that if I re-open the incident let's say after 1 hr of it
being resolved, when I re-open the incident, the SLM target is then adjusted by
an hour. In essence, the hour that the ticket was spent in a resolved status
is being excluded from the measurement when it is re-opened. I was thinking
that in 7.6.04, the time was not adjusted and the time spent in a resolved
status was applied to the measurement. Has anyone else ran across this, or is
there anyone still using a version prior to 8 that can confirm?
If I am going crazy, and this functioned the same in previous versions, does
anyone have thoughts on how I could work around this issue? If our techs
really wanted to workaround the SLM timer, they could basically keep moving the
incident to a resolved status when they weren't working the ticket to continue
moving out the SLM target date.
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