CA Service Management

  • 1.  Service Contracts

    Posted Sep 30, 2015 01:51 PM

    Looking for Service Contracts


    Someone already ready  use it before?


    Which trigger attach the service type?

     

    If... we looking for record (Service Contracts), we can see


    • Privates Service Type
    • Pri
    • urg
    • cnt
    • groups
    • CI
    • pcat
    • etc..

     

    thinking about these information, it's question.

     

    How works?


    Can we related these objects?

     

    Will SDM attach service type when these objects were inserted on ticket?

     

     

    Service Contracts - CA Service Management - 14.1 - CA Technologies Documentation



  • 2.  Re: Service Contracts
    Best Answer

    Posted Sep 30, 2015 05:27 PM

    It works the same way as without service contracts, the only difference is that if you select in ticket the end user from organization that has valid service contract you will be able to see only categories, priorities and etc defined in that service type. Of course only private service types defined for that contract will be applied to such ticket.



  • 3.  Re: Service Contracts

    Posted Oct 01, 2015 03:51 PM

    Hi Gutis,

     

       OK, great. I did. helpful.

     

    1. New Service Contract
    2. New private service types
    3. linked urg
    4. create a organization and linked service contract


    But ... this procedure enable to linked one Service Contract to One Organization.

     

    Reading doc and following your comment, i could understand: it's possible linked many things with others everything based on organization.

     

    On org (usp_organization) table has just only one field to fill owning_contract

     

    How can i use more the one service contract to one organization?



  • 4.  Re: Service Contracts

    Posted Oct 01, 2015 04:39 PM

    As far as i know you can have only one service contract per organization



  • 5.  Re: Service Contracts

    Posted Oct 01, 2015 04:55 PM

    HI Gutis, I Appreciate your help. Thank You



  • 6.  Re: Service Contracts

    Posted Oct 01, 2015 04:57 PM

    Glad to help you TMACUL



  • 7.  Re: Service Contracts

    Posted Oct 02, 2015 01:43 PM

    i´m created a document.

    know more and access

    CA SDM::. Service Contracts



  • 8.  Re: Service Contracts

    Posted Oct 03, 2015 05:33 AM

    Hi Tiago,

    I just want you to know, we had 5 owning contracts and our system lags frequently, up to 30 seconds on simple operations like request edits,

    was hard to know real rootcause but when we have switched off contract system lags disappeared.

    Regards,

    cdtj



  • 9.  Re: Service Contracts

    Posted Oct 03, 2015 08:19 AM

    I think this is due to customizations we have customers who use it on 12.9 and 14.1 without any problems



  • 10.  Re: Service Contracts

    Posted Oct 03, 2015 11:33 AM

    We didn't have any customizations those times (were happy times ) but this was on 12.7 and only on peak hours when amount of active users increased up to 400.

    Seems service contracts performace leak was fixed in 12.9.



  • 11.  Re: Service Contracts

    Posted Oct 03, 2015 06:02 PM

    Hi cdtj,

     

    i just was thinking some way to don't do any big change on SM. Your comment was so useful for i don't try do.

     

    Regards