Clarity Service Management

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OLA Setting

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  • 1.  OLA Setting

    Posted 12-12-2017 02:10 PM

    I'm wondering where could I find the OLA settings, as I will need to add new OLAs. 


    I can find the OLA, in Dev, in Administration>Application Data>OLA.


    but when I check in Prod, I could not find it in the same location.

  • 2.  Re: OLA Setting

    Posted 12-12-2017 03:15 PM

    Hi Chad - I think out of the box that does not exist, so that must be a custom item that was added, or an existing item that was renamed.

    Can you tell us what OLA is used for?  



  • 3.  Re: OLA Setting

    Posted 12-12-2017 03:40 PM

    Hi Jon, 


    As what I have researched it is like: 

    • SLA for end users
    • OLA inside (IT) department

    If I'm not mistaken, OLA functions like SLA. Also, If it is not OOTB, then is there a guide on how to add that? 




  • 4.  Re: OLA Setting

    Posted 12-12-2017 03:55 PM

    Hi Chad - No unfortunately there is no documentation on that as its not something we support.  It could be that they are using SLA's and just renamed it for use as OLA's - but again, not something that we have much experience with from a support standpoint.  Most likely this was something customized that someone put in place in your QA system and never rolled into production, OR, you just dont have access to that particular admin tree item in the role that you are logged in with.  You would have to compare the admin tree in QA and PROD for that role.

    Hope this helps.

    Jon I.

  • 5.  Re: OLA Setting

    Posted 12-13-2017 09:57 AM

    HI Jon,

    in fact the implementer of my kit, did forgot to add the nodes to the admin_tree in prod.

    Just wanted to let you know for clarity


  • 6.  Re: OLA Setting

    Posted 12-12-2017 04:38 PM


    Look like one of my customization.

    Can you show us what is under the OLA nodes to confirm?

     or send me a private msg


  • 7.  Re: OLA Setting

    Posted 12-12-2017 04:45 PM

    Hi Jerome,


    Please see image below:





  • 8.  Re: OLA Setting
    Best Answer

    Posted 12-12-2017 04:51 PM

    Effectively mine.

    Please reach to Sebastian  in your company (you know who) and he can  directly help you or guide you to me.

    This post can be close and we will handle from there.