CA Service Management

  • 1.  Violated requests after working hours

    Posted May 02, 2017 07:58 AM

    Hello Team

     some requests violated even though they were logged after working hours and holiday maintenance was set. We have noticed the same thing again today. Please see sample request below.

     

     

    Please we advise

     

     



  • 2.  Re: Violated requests after working hours
    Best Answer

    Posted May 02, 2017 08:03 AM

    Hi Amir, 
    Can you also supply a screenshot of the assignee of the ticket with workshift set for them, as well as a screenshot of the ticket itself along with the SLAs attached etc. so we can piece this together.  For something like this it may be better to open a support case to have an engineer work on it with you, but we can certainly take a look at it here first to see if anything sticks out.

    Thanks,

    Jon I.