SLA Predicted Violation Does not Set Violation Status

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• 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.