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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?

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Article ID: 53520

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Updated On:

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