Hi Listers, This one is for all you SLA 6.x specialist still lurking out there (and I know you're there).
AR Server: 6.3 (Patch 24) OS: Windows 2003 DB: SQL 2000 Apps: Incident, SLA 6.0 (p1537) Has anyone heard of an issue with creating Milestones using a Custom Qualification for the "Execute When" condition? Problem: When creating a "Percentage Of Goal" Milestone, there is a " zSLAGen:tad..."filter that get created that fires on Modify against the "SLA:Rule Event Occurrences" form. This filter updates a hidden (Display Only) field on the related Incident record, which in turn determines if the milestone actions need to be executed. The record in "SLA:Rule Event Occurrences" is kicked off by the "SLA:TAD_Polling Escalation" escalation which runs every 5 mins by default. However, when creating a "Custom Qualification" Milestone, the " zSLAGen:tad..." filters do not get created. Only the " zSLAGen:SLA..." filters get created against HPD:HelpDesk (Execute On Modify). The related milestone action will fire if a modification is made to the helpdesk record, but is not kicked off by the escalation. That means that potentially (and likely) an incident could get created with a 30 minute response time and not touched for, say 3 days, and not SLA Milestone actions would occur unless/until someone physically made a modification to the ticket. Has anyone seen this? Thanks, Leonard Neely Column Technologies _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
