While waiting on a hardware upgrade to our development server that will let me
install & test SLAs, I've been stumbling along and trying to develop several
"regular" escalations that simulate our simpler performance targets.

One is an escalation that handles Help Desk requests that have not been assigned
to an individual for 24 hours.

The "Run if" is:
( 'Status' <= "Assigned") AND ( 'Assigned To Individual+' = $NULL$ ) AND
(( 'Create Time' + ((60 * 60) * 12)) < $TIMESTAMP$) AND ( 'Escalated?' !=
"Yes")

The If Actions are:
- a notify statement
- a Set Fields statement that sets Escalated to "Y" and notes the action in the
Work Log

These work as expected, and the pre-existing A/L sets the Audit Log
appropriately for the action.

I expected that the criteria above would mean that any requests which had
previously been escalated for another reason would not also be escalated for
lack of an Assigned Individual. But wasn't concerned because the only
escalations I thought that we had running were some which auto closed "Resolved"
tickets after a time window.

I discovered that I was never notified for some of the unassigned test requests
which I had created -- yet they showed "Escalated=Yes" and their Audit log entry
showed the change of Escalated state. After checking the escalation log, it
appears that I'm encountering some remnants of actions created during the 'demo'
period of the SLA component (??)

The log shows:
set new alarm of 58 seconds
/* Tue Jan 23 2001 15:51:48.0570 */
Start escalation processing -- Operation
Checking CHG:CHG-AutoClose (enabled) : going to fire in 840 seconds
Checking HPD:HPD-AutoClose (enabled) : going to fire in 841 seconds
Checking SHRN:SHR-SendReminder (enabled) : ready to fire now
--> Failed qualification
Checking SLA:SLA-SendNotificationAST (enabled) : going to fire in 841
seconds
Checking SLA:SLA-SendNotificationCHG (enabled) : going to fire in 842
seconds
Checking SLA:SLA-SendNotificationHPD (disabled)
Checking SLA:Temp (disabled)
Checking *HPD:HPD-EscalateUnassigned (disabled)
Checking *FixOldHelpDeskTickets (disabled)
Checking *HPD:HPD-EscalatePWReset (disabled)
/* Tue Jan 23 2001 15:51:48.0681 */
Stop escalation processing

When I check these escalations via Administrator Tool, each is set to run on an
interval of from 2 to 15 minutes and after comparing current time vs a field
value, simply sets a field value such as NotifyNow to "Yes". Also, savng any
changes to the SLA escalations gives error messages about objects not existing
on the server.

** My main question is: How do I find out what each of these escalations is
attached to so I can determine whether it is safe to turn them off?

** Another question: all of the identified escalations seem to only set a
'notify' flag to 'yes'. Is there some other process/escalation/whatever that
runs and uses these flags to take action & send a notification??

** Also: regarding the Audit Log entries: is it necessary to create an Audit Log
action for newly created A/Ls or filters, or will most be covered by the 'out o
fthe box' ones that already exist?'

Thanks

Carolyn