CA Service Management

Hi Team,

We have a requirement wherein if the tickets are not acknowledge within 15 mins after creating them, then the same should be displayed in a bin on the scoreboard. I'm trying to write a stored query for the same, however unable to understand how to incorporate the 15 min parameter.

Can some1 please suggest how can we achieve this?

cdtj Raghu.Rudraraju Any idea?

HI,

You manage time for stored queries by using timespans.

You create timespans from the admin\servicedesk\application data Codes\timespans

Click on help for this window for more information on how to setup

Hope this help

/J

Hi Jerome,

I have already created timespan for 15 min interval in the below format, I need to use this timespan in the stored query. I'm unable to understand how to incorporate this in store query.

The stored query I'm using is as below:

(group.[group]group_list.member IN (@cnt.id)) AND active = 1 AND type = \'R\' AND status=\'OP\' AND zfmdpc = 400001 AND open_date > StartAtTime(\'PAST15MINS\')

If I understand correctly you want to display all ticket that have not be ack for more that 15 mn.

your timespans will return now -15mn in unixtimestamp and compare to it to open_date in unixtimestamp

then let's assume now:

now is  2016/06/09 08:15:00 converted unixtime = 1465460100

open_date is  2016/06/09 07:45 converted unixtime = 1465458300

15 duration in converted unixtime= 900

then your PAST15MINS (at the time of the evaluation) is 1465460100 - 900 = 1465459200

as you can see the number returned for the open_date is inferior to the past15MIN

so your comparaison if you want to return tixket that have past those 15 mn must be:

(group.[group]group_list.member IN (@cnt.id)) AND active = 1 AND type = \'R\' AND status=\'OP\' AND zfmdpc = 400001 AND open_date < StartAtTime(\'PAST15MINS\')

Hope this help

/J

Thanks jerome.. This seems to be working fine!

You welcome!

I hope the explanation can help others too when looking on how timespans are evaluated. as I need to agree that this may be a little confusing.and have to look twice prior to get there.

If fixed please mark as correct answer so others can benefits,

/J

Hi Jerome,

I'm stuck again with similar issue, I need to display the tickets in a new bin whose SLA will be violated in an hour. Below is what I have done:

Stored Query:

(group.[group]group_list.member IN (@cnt.id)) AND active = 1 AND type = \'R\' AND zfmdpc = 400001 AND attached_slas.time_to_violation < EndAtTime(\'NEXT_HOUR\') AND (priority IN (6,7,8,9,10,11))

Timespan:

Can you please check and let me know if this is right?

group.[group]group_list.member IN (@cnt.id)) AND active = 1 AND type = \'R\' AND zfmdpc = 400001 AND attached_slas.time_to_violation < StartAtTime(\'NEXT_HOUR\') AND (priority IN (6,7,8,9,10,11))

Evaluate every 30mn  for the datetimestamp 60 mn after the trigger time

/J

Hi Jerome,

I tried it and its not working, the concept is not yet clear..is there any documentation for this(i went thru the CA docs but failed to understand). I raised a ticket and its projected violation time is

and current time is 11:26 pm, so as per below stored query it should display the ticket in the new bin, right?

(group.[group]group_list.member IN (@cnt.id)) AND active = 1 AND type = \'R\' AND zfmdpc = 400001 AND attached_slas.time_to_violation < StartAtTime(\'ONE_HOUR\') AND (priority IN (6,7,8,9,10,11))

i have changed the start time to 2 hours and trigger time to 30 mins

Hi Jerome,

Can you please help, m still facing the issue. The requirement is to show the tickets in a new node 1 hour before the violation of the ticket. eg. if the tickets violation time is 2 hrs then post 1 hour of opening the ticket, this ticket should be viewable in the newly created bin

Hi, the one provided is supposed to work.

Also if your requirement is to show one hour before tvilation why did you change it to 2 hours

Did you check the others part of your query that they evaluate true (like your priority as they don't look standard)

Can you do a quick test by only use the timespans part in your query to eliminate potential other(s) false.

attached_slas.time_to_violation < StartAtTime(\'ONE_HOUR\')

Regards,

/J

Hi Jerome,

Changing it to 2 hours was just for the testing purpose, I checked removing other parameters like priority and it seemed to bring in few tickets but it doesn't seem proper.

As of now it has been configured as follows:

Stored query:

Onehour Timespan

As of now I can see below tickets in the bin,

Ticket 1:

Ticket 2:

I haven't understood yet how the calculations are been done.  Can you please tell me what attached_slas.time_to_violation values is in above 2 tickets (does it take the projected violation time?) And as per requirement the ticket should be displayed in the bin One hour before the SLA violation.(Current time is 6:03pm IST).

Guys any idea on the above issue?