ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

SLA_Violation > 1

book

Article ID: 41386

calendar_today

Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Question: 

Why do I see values >1 in the SLA_Violation column of the Call_Req table?

Environment:  

USRD 12.9 / 14.1

Answer: 

The macro "Set SLA Violation = Violated" does not just set the value to "1" in case of a violation,

it increases the value for SLA_Violation by "1".

This is useful for tracking how many sla violations are currently against the existing request/incident/problem.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: