SLA Data Sources

2014-09-02 Thread Dave Shepard
SLM 7.6.04 Is it possible to Configure the Data Source on SLM:ConfigDataSource for a custom date field for one Service Target only. Currently all Service Targets we are using use Reported Date+. We don't want this to change. We would like one particular Service Target to use a custom date field

Re: SLA Data Sources

2014-09-03 Thread andres tamayo
i'm not an expert but i don't think you can achieve this through data source configuration. the only way i can figure it out is that you create a custom field on your form the the workflow to populate the field with the right date based on the conditions needed, then go to data source and set the

Re: SLA Data Sources

2014-09-03 Thread Hristo Ninov
Hi Dave, I think you can achieve that if currently you are using hardcode goal values - hours and minutes. In that case: - you can set goal time field and set it in the SLM Data Source. - with using custom filters - you can set the needed goal time in that field in seconds (you can use Busine

Re: SLA Data Sources

2014-09-08 Thread Dave
Is it possible to have the SLAs fire off of a date that happened before the ticket was created on HPD:Helpdesk? Scenario: Monitoring tool has a date when a system was down before ticket creation in Remedy: $Original Create Date$. I created a new custom field in Help Desk to store this value: $O