CA Service Management

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  • 1.  SLA service type for workshift

    Posted Jun 19, 2019 08:15 AM
    Hi all,
    Good day and trust work is going on smooth.
    We have CA SDM running in our environment with 24/7 workshift on all prob_category.
    The business requested for new categories to be created and have different workshift (08:00am- 05:00pm) on these categories. We created new a new Service Type which will be solely used for this categories.
    We did test and realised the SLA didn't stop counting after 05:00pm and the ticket violate.
    Is there something we didn't do right in all these?
    I will be glad to have help on this as soon as humanly possible.
    Thank you all in advance.
    Warm Regards,
    Amosu


  • 2.  RE: SLA service type for workshift
    Best Answer

    Broadcom Employee
    Posted Jun 19, 2019 08:59 AM
    Check your options and make sure the 'SLA_Workshift_Override' is installed.

    SLA_Workshift_Override


  • 3.  RE: SLA service type for workshift

    Posted Jun 25, 2019 02:02 PM
    Hello Brian,
    Thanks for this head-up. The solution worked for me.
    Regards,
    Amosu​