Currently, I am working with CA SDM 17, and recently we had a problem with the tool, which does not allow us to see the web forms of all the tickets. so the tool caused some tickets to be violated.
Since we have SLAs by category type, some change color.
My question is, can we return the original color to the ticket? blue color
I am waiting for your answer.Regards,Marco Velazquez.
I have not tried this, but I would assume that if you updated the Call_Req record's sla_violation field to 0 (integer zero) this would remove the SLA violation. Again, I have not tried this, but in my head, this would make sense.