William, The reason the Service Target's status is "Detached" is that once the ticket gets reassigned the Service Target is no long appropriate because the Terms and Conditions state that the SLM should only be attached when the Assigned Group ID = "<Group X ID>". To make this work the way you want it to work, you would need to remove the Assigned Group ID as part of the Terms and Conditions. Obviously, this would attach the Service Target on every ticket, but the clock still will not start until Group X is assigned the ticket and then it would stop when the ticket is reassigned. However, it would not go to a detached status because the Terms and Conditions would still be appropriate for the Service Target.
Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Monday, June 23, 2008 1:02 PM To: [email protected] Subject: SLM 7.1 Question I have some weirdness with 7.1 I want a Service Target to do the following: 1.) Only apply if the issue is assigned to group "X" 2.) Give 2 hours to group "X" to move the Incident along 3.) Once the Incident is no longer assigned to group "X" - or if it is resolved - it is "Met". 4.) Group "X" can receive the Incident multiple times in the lifetime of the Incident. This should result in a new 2-hour window each time for group "X" to do their thing. So, I created a Service Target + SLA where.. 1.) Single Goal/Cost of 2 hours 2.) Terms and conditions say (in short) 'Assignee Group Id' = "<Group X ID>" and 'Customer Company' = "<Our Company>" AND 'Company' = "<our Company>" 3.) Start When = 'Assignee Group Id' = "<Group X ID>" AND 'Status' < "Resolved" 4.) Stop When = 'Assignee Group Id' != "<Group X ID>" OR 'Status' >= "Resolved" 5.) Reset Goal for same request = "Yes" 6.) Allow Service Target to re-open = "No" When I assign the Incident to the Group the ST attaches correctly and time starts counting down. When I re-assigning the Incident to another group the ST goes into a status of "Detached" instead of "Met". When I re-assign to group "X" after that a new instance of the ST attaches (correctly) to the Incident - but again, if once again re-assign the incident it goes to a status of "Detached". In fact, any time I do not use the pre-defined templates for the ST's Measurement Criteria the ST just goes to "Detached" instead of "Met". What gives? Anyone run into this? I've tried a number of different permutations of the config and this is the closest I can get. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __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"
