Is it possible to use the value of the "Projected Violation Time" field in the body of a CA Service Desk Manager (CA SDM) email notification?
Article ID: 110079
Updated On:
Products
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
KNOWLEDGE TOOLS
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
Is there a way to bring the scheduled date of violation of a ticket in the "Initial" notification that is sent to the end user once he registers his/her ticket?. The date that I mention is located in the field: "Projected Violation Time" of the "Service Type" tab.
Environment
CA Service Desk Manager 14.1 and 17.x
All Supported Operating Systems
All Supported Operating Systems
Resolution
Unfortunately, there is no way to use the value of the “Projected Violation Time” field in the body of a CA SDM notification email.
In order to use an attribute value in a notification, it must be a physical column in a database table. The “Projected Violation Time” attribute is a derived value rather than a specific column in a MDB database table. It is calculated using the time_to_violation column on the attached_sla table and the calculated value is stored in memory.
In order to use an attribute value in a notification, it must be a physical column in a database table. The “Projected Violation Time” attribute is a derived value rather than a specific column in a MDB database table. It is calculated using the time_to_violation column on the attached_sla table and the calculated value is stored in memory.
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