Some times, Out of the box SLA Violation report within Incident and Problem Management folder, the Select Ticket Type drop down shows only Incident and does not show Request or Problem.

book

Article ID: 20106

calendar_today

Updated On:

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

To resolve this issue, perform the following steps:

Note: Have a backup of CA Service Desk Universe and/or your derived universes before performing below steps.

  • Login to Designer with Administrator credentials and import the CA Service Desk Universe.
  • Click on Tools > list of values > edit
  • Expand lookup tables.
  • Select on request type and click on purge and then on refresh.
  • In the Left pane, expand lookup tables and then request type.
  • Select 'code' field, rightclick/view asssociated table.
  • In the right-pane, 'crt' will be selected in blue.
  • Rightclick on the heading 'crt' and click on table values. You should see codes I, P, R as shown in the below screenshot:

    <Please see attached file for image>

    Figure 1

  • Save the Universe and click on Export.

Relogin to infoview and verify if the request type dropdown list shows request and problem.

Environment

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

Attachments

1558700433840000020106_sktwi1f5rjvs16p0u.gif get_app