How to activate the Activity Notification "Service Target Exceeded"
Article ID: 132375
Updated On:
Products
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
How to activate the Activity Notification "Service Target Exceeded", when a tcket was set with SLA=Violated?
Environment
Service Desk Manager 17.x
Resolution
Procedure to activate the "Service Target Exceeded" Activity Notification:
1. Create an Activity Association named: sla_violation
a. in Object type Attribute set the field: sla_violation
b. In activity Type, set Service Type Exceeded
c. Object type: Request/Incident/Problem
2. Go to the Activity Notification 'Service Type Exceeded and set it problely:
a. in the rule, set the Contact to be notified
b. in message template, set the automatic Notification to YES
3. Create a new Event:
a.set the desired condition to set the ticket as violated
b. Set the actions on true to set the SLA=Violated
4. Set an Area or a priority with a Service Type that contains this new created event above
5. Open a new incident with attributes that matches with the evet condition
1. Create an Activity Association named: sla_violation
a. in Object type Attribute set the field: sla_violation
b. In activity Type, set Service Type Exceeded
c. Object type: Request/Incident/Problem
2. Go to the Activity Notification 'Service Type Exceeded and set it problely:
a. in the rule, set the Contact to be notified
b. in message template, set the automatic Notification to YES
3. Create a new Event:
a.set the desired condition to set the ticket as violated
b. Set the actions on true to set the SLA=Violated
4. Set an Area or a priority with a Service Type that contains this new created event above
5. Open a new incident with attributes that matches with the evet condition
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