Hi Guys,

I was wondering if anyone had a look at the SLM module yet??? Indeed I am looking for suggestions on the following issue:

- My customer (very rightly so) wishes to define SLAs per service. Thus I have followed the SM7 set-up as per the section "what's new" in the help file.

What I see is the following:

1 - You create a sla of type "service"

2 - You create a business service CI. You then create a subscription to that CI and attach that subscription to a contact and the service SLA.

The result is:

As you create an incident, you choose the contact you've defined in the subscription. Then you select the affected item. Because you've done step 1 & 2 you can only select the Business Service CI of the subscription!

HP is very clear about this: "The only way to get all the list of all CIs is to click on the Affected Item field before entering any recipient information."

1st issue: I find that highly illogical and against the process to tell our clients to enter the CI first when opening a a ticket! We've spent years trying to convince them that the first piece of data to collect was the contact and now we tell them that it is the CI....

Nevertheless, at least the SLA functionality works as per design. This means that the SLA tab in the incident gets populated with the sla data inherited from the business service CI via the subscription...( avery long road to get this information...)

That's my second and third issue:

- As you've created the incident with the Business Service CI, you cannot change it to anything else than a business service CI for which the contact as a subscription to! In other words you cannot attach a physical CI to the incident!

This is not rational. Indeed as per my experience, an operator may want to start the incident life cycle by tagging it with the Business Service CI but soon he'll replace it by a physical CI which is the true failing component.

- I have also noticed that even if you've linked a physical CI to a business service CI, the physical CI will not enherit from the SLA.

Finally I have checked the processes and it seems that the culprit is a RAD application in which the field logical.name must have been hard coded.

In conclusion, I'd like to hear from someone who may have managed to implement a flexible solution to get a true service SLA running in SM7?

Thankd and regards

Fred