SLM start when advise
I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM start when advise
Anne, I think you may be crossing things here. You want the service target attached to the ticket based on some different criteria (Priority, Support Group, for example). When you start talking time you might want to look at the Mile Stones and defining them from a stand point of time. It sounds like you are trying what we did and, that's how we did it. We defined the Service Target to get attached to the Incident based on who the Support Group was as well as Priority (this was done in step 1 via the define terms and conditions) Step 2 we set the total time for the Service target to be 8 hours. Then we defined the Service Target Start Criteria (step 3 of 4) to fire based on Ticket Status New and Assigned Group ! = NULL Stop Criteria was Status resolved Step 4, is where you define the milestones, and we used Execute When* set to Hours Minutes from Start and it that we specified 30 minutes. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, November 21, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: SLM start when advise ** I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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: SLM start when advise
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
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Re: SLM start when advise
Your criteria looks like it should be set in the Measurement Criteria: Start When: $\TIMESTAMP$ ( 'Submit Date' + (30*60)) Stop When: 'Status' = Resolved And the Milestones would be at: 'Status' Resolved Maybe the Start When will work better as $\TIMESTAMP$ = ( 'Submit Date' + (30*60)) Since all of my service targets have a Start When: of 'Status' = New I have not built any that start using a time formula. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, November 21, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: SLM start when advise ** I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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: SLM start when advise
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
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Re: SLM start when advise
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Friday, November 21, 2008 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
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Re: SLM start when advise
Anne,
Actually that would be 1 Service Target with multiple Milestones.
As you can define a Milestone to start after a certain period of time and have
it repeat.
How about something like:
1 Service target
first Mile Stone that fires 1 minute after Start
Repeats 10 times every 3 minutes
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add the action to this milestone
2nd Mile Stone Fires 30 Minutes after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add a different Action to this milestone (say the first one notified the
group, then this one would notify the manager)
3rd Mile Stone Fires 1 hour after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
And so on
Until you have all that you want listed.
Just as a note you can only have a milestone repeat 20 times
HTH,
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
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Re: SLM start when advise
How does this give you a missed or met result any where in the SLM module that
you can then report off of?
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
Actually that would be 1 Service Target with multiple Milestones.
As you can define a Milestone to start after a certain period of time and have
it repeat.
How about something like:
1 Service target
first Mile Stone that fires 1 minute after Start
Repeats 10 times every 3 minutes
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add the action to this milestone
2nd Mile Stone Fires 30 Minutes after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add a different Action to this milestone (say the first one notified the
group, then this one would notify the manager)
3rd Mile Stone Fires 1 hour after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
And so on
Until you have all that you want listed.
Just as a note you can only have a milestone repeat 20 times
HTH,
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
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Re: SLM start when advise
ugg,
Ya that sounds like a report requirement.
I thought there was a way to review met/missed milestones though...
Strauss, you know of how/where to do that?
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Friday, November 21, 2008 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
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Re: SLM start when advise -update
I think this should work:
Goal: 1 hr.
Start When: 'Status' = New
Stop When: 'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' +
(30*60))) AND ('Last Modified Date' ( 'Submit Date' + (30*60) )))
For the second interval, and it will be:
Goal: 1 hr. 30 Min.
Start When: 'Status' = New
Stop When: 'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' +
(60*60))) AND ('Last Modified Date' ( 'Submit Date' + (60*60) )))
And so on. Thanks for the input.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Friday, November 21, 2008 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
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Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third
Re: SLM start when advise
Sorry Anne,
I was writing what is below and sent it before I saw your other email:
Ya that sounds like a report requirement.
I thought there was a way to review met/missed milestones though...
Strauss, you know of how/where to do that?
Matt P.
--
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
How does this give you a missed or met result any where in the SLM module that
you can then report off of?
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
Actually that would be 1 Service Target with multiple Milestones.
As you can define a Milestone to start after a certain period of time and have
it repeat.
How about something like:
1 Service target
first Mile Stone that fires 1 minute after Start
Repeats 10 times every 3 minutes
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add the action to this milestone
2nd Mile Stone Fires 30 Minutes after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add a different Action to this milestone (say the first one notified the
group, then this one would notify the manager)
3rd Mile Stone Fires 1 hour after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
And so on
Until you have all that you want listed.
Just as a note you can only have a milestone repeat 20 times
HTH,
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria
