Hi Anne & Carl, Thank you for your responses. Now I know what approach I'm going to take to fulfill this requirement.
Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Thursday, March 28, 2013 6:48 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Hierarchy ** Hi, Unfortunately yes. However, I have seen a number of customers that build a "Pre" SLA engine that uses keywords in the Terms and Conditions to evaluate the attachment SLA. This is a customisation where you push a keyword to a field on the form that you can referencing in the qualification for the Terms and Conditions - this can also be a "lookup" table for the keyword (have seen this also). This eliminates the need to build SLA's for each customer as you can reference these fields in the Terms and Conditions based on a lookup/table. The SLM module is effectively a "Workflow Engine", so there are workarounds and endless possibilities if you configure/customise as required. ________________________________ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 28 March 2013 18:53 To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: SLM Hierarchy ** Hi Carl, So are you saying every time I add a customer in ITSM I have to either build a set of targets for that customer or exclude the custom targets from the "global" targets. Not really scalable. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Thursday, March 28, 2013 11:55 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: SLM Hierarchy ** Hi, No, there is no precedence on the folders they are just there for grouping purposes. The Terms and Conditions are what set if the SLA is attached or not. ________________________________ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 28 March 2013 15:35 To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: SLM Hierarchy ** Hi All, Just have a quick question. Do the agreements & service targets in the Customer Folder take precedence over the agreements & service targets in the Standard Service folder? I need to have a generic SLA that would apply to most customers and occasionally a SLA specific to a single customer. The hope is I don't have to set up specific SLA's for each customer or use one qualification like 'Customer' != "A" AND 'Customer' != "H" AND 'Customer' != "Y" and another 'Customer' = "A" to separate out the targets/ Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE2C6C.42C10840] ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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