SLA_Violation > 1

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: