CA Service Management

Hi Experts,

Could you suggest me how can i control SLA for a custom status that I would like to use. Same way the "Hold" status works where SLA is stopped.

I want to create status like "Pending User Confirmation', "Awaiting User Information" and be able to stop SLA when request reaches this status.

Regards,

Hemant Gautam

Hi Hemant,

When you are creating the new status, you just check the box shown in the below screen print to stop the Service Type Events and Targets.

Hope that helps!

Tammy

Hi Tammy,

Thank you for the response but I suppose you are talking about CA Service Desk Manager.  But I am struggling the same in "CA Service Catalog" for which I had posted the question.

Regards,

Hemant

Sorry, you are right Hemant.  I didn't notice that in the title of your post!

I am making the same process to Dont stop service type events, but It dont work, How must I make, because dont stop the time,

Hi,

What version of CA Service Catalog are you running?

Regards,

Hemant Gautam

It is not catalog is servicedesk

El 12/3/2018 3:17, Hemant_Gautam <communityadmin@communities-mail.ca.com> escribió:

CA Communities <https://communities.ca.com/?et=watches.email.thread>

Re: CA Service Catalog 12.9 - SLA Stop/Start

reply from Hemant_Gautam<https://communities.ca.com/people/Hemant_Gautam?et=watches.email.thread> in CA Service Management - View the full discussion<https://communities.ca.com/message/242049643-re-ca-service-catalog-129-sla-stopstart?commentID=242049643&et=watches.email.thread#comment-242049643>

Hi,

You might want to explain the setup you have done. Since, stopping SLA is straight-forward in CA SDM so with some explanation from your side, I may be able to help.

Regards,

Hemant 

This is the configuration that I made, but continues to stop the events:

Here are the pics, I made the change, but follow stopping the clock

I need your  help

Hi,

If you want to stop the clock/SLA when then status is "On Hold by User" , then you should change "Detener eventos y destinos del tipo de service?" to "Yes" instead of "No".

Let me know if that is what you are looking for?

Regards,

Hemant Gautam

Dear,

Hi Hemant,

I believe you could leverage a custom hold status, following is from requestshared.xml:

<!-- 3000 to 3999 can be used for custom Hold statuses -->

<st_3000>Hold</st_3000>

Thanks,
Jason

Hi Jason,

Thanks for your reply. I did try to use it and work on it but things does not seem to turnout as the custom status after "HOLD" does not show up in the GUI even after following the instructions on Implementation manual from CA on how to add custom status.

I have opened a case with support. Let's see how it goes.

Regards,

Hemant

I am halfway through now with the help of the manual and able to create the custom HOLD statuses, however SLA does not seem to stop even though the request goes to "Held by xyz,abc". I will post the answer for SLA once I get it sorted from support

Under request header

=========================

<st_3000>Hold</st_3000>

  <st_3001>Awaiting User Information</st_3001>

  <st_3002>Pending User Confirmation</st_3002>

Under request item

===========================

<st_3000>Hold</st_3000>

  <st_3001>Awaiting User Information</st_3001>

  <st_3002>Pending User Confirmation</st_3002>

Under request_item_fulfillment_action

===========================

  <custom_menu current_status_value="3001">

  <st_3001 statval="3001"/>

  </custom_menu>

  <custom_menu current_status_value="3002">

  <st_3002 statval="3002"/>

  </custom_menu>

Regards,

Hemant

Hi Hemant - Any luck?

Hi Chris,

Not yet. I am still waiting for support to come back with some response. I will post the full solution here once I get information from support.

Regards,

Hemant Gautam

Hi All,

Development team has confirmed that they have successfully tested the code post bug fix. They would share the fix number by early next week. Once I get it and implement it. I would get this query answered with a blog link which would describe a step by step procedure on creating custom "HOLD" status for SR's in Service Catalog 12.9.

Regards,

Hemant Gautam

Solution: https://communities.ca.com/people/Hemant_Gautam/blog/2016/11/03/adding-custom-hold-status-to-ca-service-catalog-129-and-its-underlying-issues