BMC Communities : Thread List - Service Level Management

Missing icon in Dashboard

forums@developer.bmc.com — Fri, 20 Nov 2009 09:20:27 GMT

Hi,

I am having strange problem. In Dashboard, Service Level Targets tab in Service Level Latest Status table ther are missing Status icons.

I have manualy updated SLM compliances, double checked the SLM:ConfigPreferences settings, purged cache, restart Apache Tomcat and still it won't show. This problem is specific to IE in Firefox it works.

Please see picture below and it might be helpful.

Contract Notifications at SLM 7.5

forums@developer.bmc.com — Fri, 20 Nov 2009 13:44:56 GMT

Hello all,

When creating a contract at SLM, I have seen that there is an option to notify a group or a person when the contract is going to expire. The question is from where I configre the group, the person and which is the notification? Is any guide that describes all these? I searched at the User's Guide, but I did not find something.

Cheers,

Antonis

Flooding with duplicate SVTs for SLM 7.5

anna.novoselskaya@asteros.ru — Thu, 19 Nov 2009 13:54:43 GMT

Hello everybody.

I have installed ITSM 7.5 with SLM and configured the following:

- For HPD:Help Desk Data Source in "Reset goal for the same request when" I wrote 'TR.Assigned Group ID' != 'DB.Assigned Group ID'

- Created an SVT for Incident, incident response time, with "Reset Goal for Same Request" set to "Yes" and "Allow SVT to reopen" set to "No".

- Start when: "'Status'= "Assigned"" and Stop when: "'Status' > "Assigned""

Now when I create and work with incidents always when I change an incident, the SVT is shown as met and creates a new one. Most unpleasant is that when I do nothing with the incident and the SVT breaches it is created again and again whith new target dates. Now I have 6 duplicate breached svts and 3 duplicate met svts absolutely the same as those 6, and one same SVT in progress. And this seems to be continued.

Please, if anybody had a similar problem, could you advise me smth?

Regards,

Anna

sla clocks starts ticking at the reported time and not at the submit time.

forums@developer.bmc.com — Fri, 13 Nov 2009 06:59:30 GMT

Hi,

I have an issue with the service targets that i create for both response type and resolution type service tagerts . For eg:- Say I open a fresh incident ticket at say 3.30pm(reported time) and submit the ticket at 3.32pm. Now I ve defined a service target saying that this ticket should be respoded within 2mins. The problem what I am facing here is that as soon as I submit the ticket its already breached because the sla clock has already started at 3.30pm. the start when condition that I gave is 'status'="Assigned" and the stop when condition is 'status'="Resolved"(for Resolution type service type service target) AND 'Assignee' != Null (for Response type service target).

Thanks & Regards

SLM Milestone HTML Content Template

jack.hobbs@aggregate.com — Wed, 18 Nov 2009 17:04:22 GMT

I am struggling to get these Templates to work, I have a html template.

The template I have created is shown below when I use this template in a notification this displays as text in the e mail but non of the values appear, now I am leaving the field itself blank for Content however I have also tried to paste the html in there as well, neither method seems to work. Its just not displaying the values #$$inside these tags$$#.

Any help would be greatly appreciated.

************<HTML>
<HEAD>
 <META http-equiv="Content-Language" content="en-us">
 <META http-equiv="content-type" content="text/html; charset=ISO-8859-1">
 <TITLE>Critical Incident Warning</TITLE>
 </HEAD>
 <BODY>
 <H2>Critical Incident Warning</H2>
<BASEFONT size="2" color="#000000" face="Arial">

Critical Priority Incident ID: #$$Incident Number$$#
Summary: #$$Description$$#
Notes: #$$Detailed Decription$$#

Reported at: #$$Reported Date$$#
By: #$$First Name$$# #$$Last Name$$#
At: #$$Site$$#

Assigned to: #$$Assignee$$#
Logged by: #$$Submitter$$#

</BODY>
</HTML>***************

Service Target for SRM with Delay Time

forums@developer.bmc.com — Tue, 10 Nov 2009 15:08:58 GMT

Hi all.

I'm working in a Service Target where I need to start the measurement 2 hours later (the Service Target applies for an installation requirement).

Now, I have this sentence in the "Start When" box: $\TIMESTAMP$ >= ('Submit Date' + 7200)

The fact is that time criteria doesnt work. The service target is attached, but it doesnt begin the measurement.

Duplicate SLM Notifications

forums@developer.bmc.com — Wed, 11 Nov 2009 13:34:51 GMT

Hi Folks,

Hope All are doing well.

Here I have some strange issues . We are using ARS with multitenancy in a Server Group Environment.Few days back we have noticed that SLM notifications (Customized) are firing not properly .Sometimes it is firing multiple notifications for the milestones and sometimes not,

Have anyone had the same kinda issues before?

Hope will get the solution soon.

I look forward to hearing from you.

Shanith

How is SLA Compliance calculated for compliance-only service targets in SLM7.1

forums@developer.bmc.com — Wed, 14 Oct 2009 10:59:44 GMT

Hello,

I have created an SLA in order to evaluate a compliance-only service target. I thougth the SLA Compliance would depend on the SVTResultsStatus field in the SLM:ComplianceOnly form used. For example, if I have three entries in the form featuring SVTResultsStatus = 0 and one entry with SVTResultsStatus = 1, the corresponding Met Percent appearing in the SLM:SLACompliance form should be 75% (according to the User Manual, 0 = Met and 1 = Not Met). What I find is that Met Percent is always 100% no matter the values of the SVTResultsStatus field, and no matter the Terms and Conditions specified in the Service Target. What am I doing wrong? Is there any especific document regarding compliance-only service targets and the way they can be evaluated by means of SLAs?

Thank you very much in advance. Kind regards.

different or same? / CI SLM and CI AM

forums@developer.bmc.com — Wed, 14 Oct 2009 12:34:04 GMT

when we add a new contract information in slm, is there a chance to see them in the asset management console?

in the assetmanagement console i can creat a new CI Type called Contract. so is there a connection between?

i think it would be nice to see them or connect them. as example when i add a document.. so i do it only once.

thanxs for help

Creat OLA Service Targets in SLM

epstein.erez@il.zim.com — Sun, 11 Oct 2009 11:58:50 GMT

Hi team,

Has someone got experience in creating OLA in the SLM milestones?

Thanks very much for your time,

Erez

SLM - Importing Service Targets in 7.1

forums@developer.bmc.com — Mon, 21 Sep 2009 13:06:37 GMT

Does anyone else have any difficulties importing service targets? I tried to import and only like 15 out of 25 imported. Does anyone have any pointers on ensure that these targets are imported properly? (with miminal manual intervention)