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remove sla violation from incident

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  • 1.  remove sla violation from incident

    Posted 01-29-2020 01:23 PM
    HI


    I need to remove violation from 1 incident. i updated sla_violation to 0 which worked fine when i search for incident from list.

    update call_req set sla_violation='0' where ref_num='78'


    but when i open it , it still shows in red. Also i have deleted related event record from att_evt from mdb but still below highlighted is remaining.

    How can i make this no-violate??

    Pls guide

    #caservicedesk17.0 
    #sla


    ​​​


  • 2.  RE: remove sla violation from incident

    Posted 01-29-2020 03:18 PM
    Hi Asim,

    Any reason you want to set this ticket to not violated when in fact it has violated SLA. Is this not cheating?


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    Kind Regards,
    Brian
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  • 3.  RE: remove sla violation from incident

    Posted 01-29-2020 03:42 PM
    Edited by asim Shah 01-29-2020 03:42 PM
    Hi Brian

    Actually this Organization's customer ticket which is violated and they are already aware of it and we need to do this anyhow. Honestly this is not good practice but we have to do it..


  • 4.  RE: remove sla violation from incident
    Best Answer

    Posted 01-30-2020 10:19 AM
    Hi,

    This is not good practice and I am strongly against it, but of course there is a way.

    If you set sla_violation field on call_req to 0 you have done only part of the job. You still have the attached service type on your incident which clearly states that the service type has been violated (as it is seen on your screenshot).

    So you need to delete from that table or edit the row/rows.Find the row/rows you want to delete/edit like this:
    select * from attached_sla
    where mapped_cr = '<persid value for your ticket from call_req table>'

    After you have found the row/rows in the table you want to delete/edit, you can do the following:
    • Edit the sla_viol_status field to 0
    • Edit the del field to 1
    • Remove the row entirely from database

    Again, I do not recommend doing any of that, but if you must do it, test it on test system before doing it on production.

    Hope that resolved your issue.

    Regards,
    Alen

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    Alen Sinanovic
    Senior System Engineer Specialist
    Sedam IT d.o.o.
    Croatia
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