.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
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
[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
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
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
@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
:[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
7 matches
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