Some Request/Incident/Problem Status codes stop the Service Type and others do not. What controls this behavior?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

This document describes the functionality and how to modify it.

Solution:

You may find the setting in the Service Desk Web User Interface.

1. Administration tab --> Service Desk --> Requests/Incidents/Problems --> Status
   
   
2. Open the status detail as shown in Figure 1.
   
   
3. There is the "Stop Service Type Events and Targets?". If you set 'Yes' here, the Service Type will be stopped when this status is chosen.
   
   Figure 1:
   
   

   <Please see attached file for image>

   
   
   Also, the Service Type tab on the incident detail have the Delay/Resume button to stop/start the Service Type by manual as follows in Figure 2 and Figure 3.
   
   Figure 2:
   
   

   <Please see attached file for image>

   
   
   Figure 3:
   
   

   <Please see attached file for image>

   

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: