Hello list, ARS/ITSM 7.6.04 I have a case where OLAs are not behaving properly. In this case, an incident was submitted as a medium "service request", but after review I changed it to a medium "service restoration". When I did that, I would expect that the request OLAs would detach and the restoration OLAs would attach. What I'm seeing is that only one of the "request" OLAs is being detached. Additionally, I'm not used to seeing the "Detached" OLAs stick around..
I have configured 4 target groups. One for each: restoration response, restoration resolution, request response, request resolution. Each contains Low, Medium, High, Critical service targets. In ITSM 7.0.03, when an incident was changed from Medium to Low, the Medium targets would "disappear" and the Low targets would "appear". Same goes for when the incident was changed from request to restoration. There are 2 issues with the sample above. First is that the incident now appears to have missed a target when it did not. Second, is that since there are 3 OLAs attached to this incident it will skew reporting. Thanks, Marcelo Martinez _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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