AnsweredAssumed Answered

SLA Voilation Assignee

Question asked by arimu02 Employee on Feb 24, 2015
Latest reply on Mar 11, 2015 by Michael Mueller

HI ALL

how can we determine that at the time of ticket SLA violation who is the assignee .

normally when the ticket is violated then the sla violation trigged and  its shows the "System_AHD_generated" event. because its set as per the below action.

 

TABLE Spell_Macro

del fragment lock_object ob_type sym type

{ "0",

"// add an activity log. requires the macro be locked.\\0012uuid log_userid;\\0012log_userid = (uuid)\"793ED69B4E87A545BD8E911834D829FC\";\\0012// get info from event to store in log description\\0012 \\0012string log;\\0012log = find_msg(63, 13, event_tmpl.sym, event_tmpl.condition.sym);\\0012 \\0012send_wait(0, this, \"log_event\", group_leader, log_userid, log);\\0012if (msg_error()) {\\0012   logf(ERROR, format(\"macro event error '%s'\", msg[0]));\\0012}\\0012",

"0" ,"cr" ,"Add Activity Log - SLA Expired" ,"ACT" }

 

can we add the current assignee name there.

or is there is any other way so we can get the assignee name at the time of violation.

regards

arif

Outcomes