Incident Mgmt Target Date Question

2012-03-22 Thread Mike Hocks
Our environment is Remedy ITSM 7.6.04 I am wondering how the Target Date on an Incident Request can be automatically set based on our service target/SLAs/OLAs definition in SLM? I am going through the SLM configuration process and I am not seeing where I can configure this? Thoughts? Thanks,

Re: Incident Mgmt Target Date Question

2012-03-22 Thread Joe Martin D'Souza
there is an OTB function that could do that for you.. Joe -Original Message- From: Mike Hocks Sent: Thursday, March 22, 2012 5:48 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Incident Mgmt Target Date Question Our environment is Remedy ITSM 7.6.04 I

Re: Incident Mgmt Target Date Question

2012-03-22 Thread Hocks, Mike (DOT)
Souza Sent: Thursday, March 22, 2012 5:06 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt Target Date Question I think it’s a good idea - afterall a target date as well as the SLA/OLA date is one and the same thing - the anticipated customer expectation of resolution or response.. You

Re: Incident Mgmt Target Date Question

2012-03-22 Thread Tauf Chowdhury
ussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza > Sent: Thursday, March 22, 2012 5:06 PM > To: arslist@ARSLIST.ORG > Subject: Re: Incident Mgmt Target Date Question > > I think it’s a good idea - afterall a target date as well as the SLA/OL

Re: Incident Mgmt Target Date Question

2012-03-23 Thread Steinar Halland
; Joe > > -Original Message- From: Mike Hocks > Sent: Thursday, March 22, 2012 5:48 PM Newsgroups: > public.remedy.arsystem.general > To: arslist@ARSLIST.ORG > Subject: Incident Mgmt Target Date Question > > Our environment is Remedy ITSM 7.6.04 > I am wondering how the

Re: Incident Mgmt Target Date Question

2012-03-23 Thread Ramey, Anne
Behalf Of Steinar Halland Sent: Friday, March 23, 2012 3:45 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt Target Date Question Could you not have a milestone set fields action to set the target date? That would give you a bit of flexibility. Br, Steinar Den 22. mars 2012 kl. 23:06

Re: Incident Mgmt Target Date Question

2012-03-23 Thread Goodall, Andrew C
ST.ORG] On Behalf Of Steinar Halland Sent: Friday, March 23, 2012 2:45 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt Target Date Question Could you not have a milestone set fields action to set the target date? That would give you a bit of flexibility. Br, Steinar Den 22. mars 2012 kl. 2

Re: Incident Mgmt Target Date Question

2012-03-23 Thread Ramey, Anne
RSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Friday, March 23, 2012 9:55 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Mgmt Target Date Question Good idea. But keep in mind, that it may not be that straightforward, in that the SLA due date can change if you have exclusions and/or applicatio