Does modified workshift work for the past tickets?

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

The customer added a new holiday calendar to the SLA_workshift configuration. However, an SLA warning was triggered for some of the tickets, and an SLA violation was generated even though the date was marked as a holiday. When a ticket is created in the CA service desk application, previously calculated SLA events are not getting recalculated accordingly after the date was marked as a holiday.

Environment

Release : 17.3

Resolution

This works as designed.

Ticket SLA events calculate the SLA timing according to the current workshift setting and this calculation will not be re-calculated even the workshift is modified. This is done to prevent too much calculation as all tickets would need to be re-visited and re-calculated.

Of course future tickets will use the modified workshift for SLA calculation.