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?

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Article ID: 110079

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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.

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Environment

CA Service Desk Manager 14.1 and 17.x
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. 

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