Defining a Workshift in Service Desk Manager so to avoid SLAs firing on a holiday

Products

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

Issue/Introduction

The procedure describes how to prevent SLAs from firing on a holiday by defining a workshift.

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

Resolution

1. Login to the CA Service Desk Manager with an Administrator account and navigate to Administration->Service Desk->Application Data->Codes->Workshifts.

2. Chose the Workshift the holidays should be added to (i.e. Regular)

3. Add all the holidays in the format mm/dd/yyyy, as follows:

4. Add each holiday date on a separate line.

5. Save the changes.

NOTE: If you require time frames on specific dates then add brackets to all holidays

Mon - Fri { 8:00 am - 5:00 pm }
01/01/2022 {}
12/25/2022 {}
04/18/2022 { 8:00 am - 12:00 pm }

Additional Information

Workshift Setup - https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/establishing-support-structure/setting-up-your-ca-sdm-system/define-code-for-application-data-components/workshift-setup.html

NOTE:  Be advised that SLA events are calculated during the initial ticket creation and SLA event values are stored in the ANIMATOR MDB table and attached to the Service Desk Manager ticket. If the workshift associated with a SLA is altered after the ticket is initially created, Service Desk Manager will NOT recalculate the SLA.