SLA Predicted Violation Does not Set Violation Status

Article Id: 113694

Status: Published

Updated On: 23-05-2019 11:58

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:

I have three events associated to Service Type: Alert - create log entry, Warning - Set CR SLA Violation = Predicted Violation - Set CR SLA Violation = Violated

All three events fire as expected and creates activity logs for each. The Warning event creates an activity log but does not perform the action - Set CR SLA Violation = Predicted Violation status remains Not Violated The Violation event creates an activity log and sets the Violation Status = Violated as expected.

Is some other action required to set Violation Status = Predicted?

Environment:

Release:
Component: USRD

Resolution:

As sla_violation field is integer 0 or 1. The other field macro_predicted_violation also has value 0 and 1. The Violation Status has two Violated and Not Violated in the web UI. There is no Predicted. When Warning - Set CR SLA Violation = Predicted, it would set both field to 1. The ticket color change to Orange due to Projected predicted.

However, the ticket is not SLA Violated yet. When Violation - Set CR SLA Violation = Violated, the ticket become violated in Violation Status, the ticket color changed to Red.