SLO management
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mardi 5 juin 2012 01:41
I have followed Marcel's guide to setting up SLO's in 2012 (http://blog.scsmfaq.ch/2011/10/27/news-in-scsm12-beta-1-service-level-objectives-slo/)
but I don't get any records appearing in the "Incidents with service level breached" list or the "warn list". In fact I do not see any SLO details attached to the call at all under the "Service Level" Tab. Any ideas where I need to look for a problem? I have a calendar setup for 8am to 5pm, I have a queue looking at "Priority 1" calls. Do these changes have to be in a particular management pack or can they be in a custom one?
Thanks
Nathan
Toutes les réponses
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mardi 5 juin 2012 07:42
I found this super helpful as well.
http://blogs.technet.com/b/servicemanager/archive/2012/01/25/scsm-2012-service-level-management.aspx
Hope this helps,
http://blogs.technet.com/b/servicemanager/archive/2012/01/25/scsm-2012-service-level-management.aspx
Hope this helps,
F.
As long as you learn something new every day, the day is not wasted.
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mardi 5 juin 2012 17:00Modérateur
Hey
Is it possible that your Incidents are not added to the Queues? What does the configuration look like?
regards
MarcelSCSMfaq // Blog --> http://blog.scsmfaq.ch // Twitter --> #scsmfaq // Business --> http://www.itnetx.ch
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mardi 5 juin 2012 20:35
Hi Marcel
Possible yes, is there a way to view the queue? I have set it to select incident class calls with a priority = 1 (Priority 1 being calculated from High Urgency and High Impact.) I don't see any target date on the ribbon at the top either but I have turned off the Legacy setting in the Incidents settings. Neither setting seems to change our output.
Thanks
Nathan
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mardi 5 juin 2012 20:36
Thanks Fletcher, I had not seen this post, very similar to Marcel's one. We have pretty much followed both to the letter and no joy.
Nathan
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jeudi 7 juin 2012 07:01Modérateurhttp://blog.scsmsolutions.com/2012/02/get-queue-members-for-scsm-2010-and-2012/
http://www.scsmsolutions.com/ freemanru (at) gmail (dot) com
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jeudi 7 juin 2012 13:56
I am having the exact same problem, was there any resolve to this?
Followed both blog posts about setting SLA's and as well the MS Adminitsrators guide.
My queue is working, I have tickets in the proper one where they are supposed to be.
The resolve by date is correct i just never get the warning or service level breached.
- Modifié tsoma1 jeudi 7 juin 2012 13:57
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dimanche 10 juin 2012 21:19
Thanks Anton
I will give this a try.
Nathan
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