CA Service Management

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  • 1.  Service type list  created

    Posted May 27, 2017 04:29 AM

    Hi,

     

    Service Type list created .But Not getting any warning or SLA Violation  alert According to Service Type list R1,R2,R3

     

     

    How we can resolve it.



  • 2.  Re: Service type list  created

    Posted May 28, 2017 09:56 PM

    Hi Ravi,

     

    I would first ask you the following question:

    # Did you attach the service type events to the service types R1,R2,R3 respectively?

     

    # If your answer is yes to the above question, then did you attach these service type to any objects i.e. Service types can be associated with various objects such as contacts, organizations, categories, priority codes.

     

    # Note: The Create Service Type, Workshift option will work when the option sla_workshift_override is installed. Navigate to CA SDM Administration, Options Manager, Request-Change-Issue, sla_workshift_override. Verify if the status= Installed and you have a workshift defined for your events on a Service Type.

     

    # Also you can refer to the following:

     

    https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/establishing-support-structure/service-level-agreements-sla/how-to-configure-slas

     

    https://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec599190.html

     

    Regards
    Junaid