What does the "SLA_VIOLATION" column store in the Call_Req table?

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

Question:

What does the "SLA_VIOLATION" column store in the Call_Req table?

Answer:

The attribute "SLA_Violation" in the Call Request table an integer which is the count of the number of times the SLA's on the request have been violated.

For example, if "sla_violation=1", then it means for this request, the SLA was violated once.

If you have the Action Macro "Set SLA Violation = Violated" associated to the ticket through a Service Type Event, this count will increment each time the SLA is Violated.

Environment

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