CA Service Management

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Repeat event and ticket history (SLA)

  • 1.  Repeat event and ticket history (SLA)

    Posted 11-24-2015 06:03 AM

    Hi all,

     

    can anyone confirm this assumption? If (SLA) event has "On Done Event Flag = Repeat Event". The event is deleted from the ticket history (Service Type List) after the ticket is closed.

    Or i'm wrong?

     

    Thanks

    Lumir



  • 2.  Re: Repeat event and ticket history (SLA)

    Posted 11-24-2015 07:43 AM

    Hi Lumir,

    I believe it should remove the event itself from the service type list as it no longer needs to fire once the ticket is closed, however, you should be able to see from the event history that the event took place.  I am not sure if thats what you are asking or not.

    Let us know,
    Jon I.



  • 3.  Re: Repeat event and ticket history (SLA)

    Posted 11-24-2015 10:06 AM

    Thanks for reply Jon, i also thought so. If ticket is active, record about Repeat Event can be found in event history. But if ticket changed status to Closed (inactive), event is deleted from Service Type List and also from event history.

    Status Resolved:

    Repeat_Event_Status_RE.PNG

    Status Closed

    Repeat_Event_Status_CL.PNG

    Question is if this behavior is correct or this is bug in SDM (may be bug in our customizations). Anyway this is good to know.

     

    Thanks

    Lumir