CA Service Management

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  • 1.  New Color codes for request and incidents

    Posted Dec 28, 2016 10:49 AM

    I'm checking the feasibility of extending the color codes in  CA Service Desk.

    These colors will be used in the configuration of SLA's .

    1. when the ticket is 50 % completion in the SLA I would like to change the color to "GREY"
    2. 75 % completion of SLA time then "Orange"
    3. 100 % completion of SLA time then "RED"

     

    Out of box we've orange and red color codes 


    OOTB macros
    Set SLA Violation = Violated  - RED
    Set CR SLA Violation=Predicted - ORANGE

     

    My question is how to create a new color code to use in SLA's  , such as 'GREY'



  • 2.  Re: New Color codes for request and incidents

    Posted Dec 28, 2016 01:42 PM

    Hi Venkat,

    I dont believe that we can add or change a color without quite a bit of custom code.  Currently there are only two available, "predicted" and "violated" - which you already know about.   There may be other folks out here on the community who have customized code to make another one, and may be willing to share their info with you.

    Thanks,

    Jon I.



  • 3.  Re: New Color codes for request and incidents

    Posted Jan 03, 2017 07:43 AM

    Any inputs on the implementation of the above.

     

    Thank you



  • 4.  Re: New Color codes for request and incidents

    Posted Jan 11, 2017 05:38 AM

    It seems none of sites have implemented the above requirement.