Could you suggest me how can i control SLA for a custom status that I would like to use. Same way the "Hold" status works where SLA is stopped.
I want to create status like "Pending User Confirmation', "Awaiting User Information" and be able to stop SLA when request reaches this status.
Development team has confirmed that they have successfully tested the code post bug fix. They would share the fix number by early next week. Once I get it and implement it. I would get this query answered with a blog link which would describe a step by step procedure on creating custom "HOLD" status for SR's in Service Catalog 12.9.
When you are creating the new status, you just check the box shown in the below screen print to stop the Service Type Events and Targets.
Hope that helps!
I believe you could leverage a custom hold status, following is from requestshared.xml:
<!-- 3000 to 3999 can be used for custom Hold statuses -->
I am halfway through now with the help of the manual and able to create the custom HOLD statuses, however SLA does not seem to stop even though the request goes to "Held by xyz,abc". I will post the answer for SLA once I get it sorted from support
Under request header
<st_3001>Awaiting User Information</st_3001>
<st_3002>Pending User Confirmation</st_3002>
Under request item
Thank you for the response but I suppose you are talking about CA Service Desk Manager. But I am struggling the same in "CA Service Catalog" for which I had posted the question.
I am making the same process to Dont stop service type events, but It dont work, How must I make, because dont stop the time,
Thanks for your reply. I did try to use it and work on it but things does not seem to turnout as the custom status after "HOLD" does not show up in the GUI even after following the instructions on Implementation manual from CA on how to add custom status.
I have opened a case with support. Let's see how it goes.
Hi Hemant - Any luck?
Not yet. I am still waiting for support to come back with some response. I will post the full solution here once I get information from support.
Sorry, you are right Hemant. I didn't notice that in the title of your post!
What version of CA Service Catalog are you running?
It is not catalog is servicedesk
El 12/3/2018 3:17, Hemant_Gautam <firstname.lastname@example.org> escribió:
CA Communities <https://communities.ca.com/?et=watches.email.thread>
Re: CA Service Catalog 12.9 - SLA Stop/Start
reply from Hemant_Gautam<https://communities.ca.com/people/Hemant_Gautam?et=watches.email.thread> in CA Service Management - View the full discussion<https://communities.ca.com/message/242049643-re-ca-service-catalog-129-sla-stopstart?commentID=242049643&et=watches.email.thread#comment-242049643>
You might want to explain the setup you have done. Since, stopping SLA is straight-forward in CA SDM so with some explanation from your side, I may be able to help.
I need your help
This is the configuration that I made, but continues to stop the events:
Here are the pics, I made the change, but follow stopping the clock
If you want to stop the clock/SLA when then status is "On Hold by User" , then you should change "Detener eventos y destinos del tipo de service?" to "Yes" instead of "No".
Let me know if that is what you are looking for?