Would it be possible to make the Ticket number turning Yellow at 75% SLA, similar to how it turns Red when the SLA is violated?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

This document explains how the ticket number coloring can be done based on the SLA.

Solution:

In Service Desk Options Manager there is the option "TTV_Highlight" under "Time-to-Violation".
When you have a Service Type event configured to set "CR SLA Violation=Predicted" with a Delay Time of "3hr in 4hr resolution (refer to the "out of box" 4hr resolution Service Type Detail - 4hr warning), the request will turn yellow if the event condition is true at 75%. The delay time can change to 2hr (50%) or 3hr 30 mins (87.5%). It means the warning time can adjust to different value.

Environment

Release:
Component: ARGIS