The "attached_sla" table on the Service Desk MDB is not updating with tickets which have SLA's associated.

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

Tickets which have SLA's attached to them are not reflected on the "attached_sla" table in the Service Desk MDB.

Environment

SDM 12.9SDM 14.1SDM 17.0

Cause

With the option "Classic_SLA_Processing" installed the "attached_sla" table in the Service Desk MDB will not be updated.

Resolution

"Classic_SLA_Processing" needs to be uninstalled in order for the "attached_sla" table to be updated.

This option can be located below:

Administration tab-> Options Manager-> Request-Change-Issue

 

Then recycle SDM services in order for the uninstallation to take effect.

By default, a new SDM installation does not have such option installed. However, in an upgraded environment, this option may be installed if the original environment had it set.

 

Additional Information

All new tickets created after this option was uninstalled will then be updated on the attached_sla table if they have SLA's associated with them.

However previously created tickets will still be absent.

Tickets that have SLA's attached which were created with "Classic_SLA_Processing" installed can be found on the "call_req" table under the "support_lev" column.