Workshifts for Service Types ignored in Service Desk Manager

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

I have workshifts which define our normal working day, and these are used in the definition of the Service Types which we use. The problem is that the workshifts associated with the Service Types are being ignored, and our SLAs are being violated outside of our normal working hours.

 

Environment

Release: 14.1 or higher
Component:  CA Service Desk Manager

Resolution

There is an option in the option manager called "sla_workshift_override". If this option is installed, the workshift for the service type will be used by default, but be aware that this only occurs if the event template has no workshift assigned. Whenever the event template has a workshift defined, this is the one that will be used. 

 

Additional Information

More information on sla_workshift_override can be found here:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/administering-ca-service-desk-manager/options-manager.html