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How to calculate ticket impact and SLA based on customized field instead of affected_service field?

  • 1.  How to calculate ticket impact and SLA based on customized field instead of affected_service field?

    Posted 08-03-2018 06:54 AM

    Hi,

    We have created a customized field instead of affected_service for requests/incidents/problems (cr object), and now we want to change the behaviour of Service Desk to calculate the impact of the ticket as well as its SLA according to the customized field and not affected_service field.

     

    We have found a javascript function (in apc.js file) which is "calculateImpact()" but have not figured out if this is where we should be looking. There is also a majic file (cm.maj) which mentions impact but it is encrypted.

     

    Any ideas on how to carry out this customization?

     

    Thanks



  • 2.  Re: How to calculate ticket impact and SLA based on customized field instead of affected_service field?

    Posted 08-20-2018 10:49 AM

    Hi #rita_coutinho,

     

    I always do things like these with spel, so we can work with any kind of field and have a more versatile work on the data. Have you tried this aproach?

     

    Att,



  • 3.  Re: How to calculate ticket impact and SLA based on customized field instead of affected_service field?

    Posted 08-21-2018 01:27 PM

    Hi

     

    I've the same issue. The only thing missing is to calculate the priority based on the priority matrix

     

    SPEL to update impact by customized field-Calculate Priority 

     

    Any idea how to do that?