Consider the following scenario:
A ticket (Incident, Request, Issue) is opened on the Primary Server and another one is opened on the Secondary server, both with the same information (Affected end user, Category, Assignee, Group, Service Type, etc), and it's verified the ticket opened on the Secondary is not considering the Workshift assigned to the Service Type, causing the SLA to expire.
What should be the cause of such problem?
Check the SLA options configured on both the Primary and Secondary server. For example:
@[email protected][email protected][email protected][email protected][email protected]_SLA_WORKSHIFT_OVERRIDE=Yes
@[email protected][email protected][email protected]_CLASSIC_SLA_PROCESSING=Yes
To resolve the problem:
NOTE: Such verification and any adjustments needed must be done to any Secondary server existent on the installation.
Case the steps above do not resolve the problem, please contact CA Technical Support for further assistance.