CA Service Management

  • 1.  Which table contain CA Service Desk Sla Violation detail?

    Posted Jul 10, 2017 04:40 AM

    I am using CA service desk manager 17.0 and want to generate SLA violation report from CABI 6.3.0.So want to know the tables which contain the detail of the SLA.

    OR

    The tables which i can use to fetch the data from the database in reports containing the following columns(Like-SLA Violation Status,Assignee,Ticket id,Date of creation,Date of expiration,Sla breach detail etc.).

    Note: Please suggest some idea  ASAP.

     

    Thanks & Regards

    Sarika Bhardwaj



  • 2.  Re: Which table contain CA Service Desk Sla Violation detail?

    Posted Jul 16, 2017 11:05 PM

    SLA's are registred in:

     

    call_req.sla_violation  call_req / Call Request

     

    You can see details on act_log - Activities

     

     

    What does the "SLA_VIOLATION" column store in the Call_Req table? 

    The attribute "SLA_Violation" in the Call Request table an integer which is the count of the number of times the SLA's on the request have been violated.

    For example, if "sla_violation=1", then it means for this request, the SLA was violated once.

    If you have the Action Macro "Set SLA Violation = Violated" associated to the ticket through a Service Type Event, this count will increment each time the SLA is Violated.

     

    Working with "Set SLA Violation for Actions on True Macro" option in the Event Definition 

     

    Service Desk Application performs slow with SLA Violation time calculation enabled on the Incident or Request or Problem… 

     

    Why are we unable to use the field “Projected Violation Time” in calculating SLA? 



  • 3.  Re: Which table contain CA Service Desk Sla Violation detail?

    Broadcom Employee
    Posted Jul 17, 2017 05:30 AM

    Hi Sarika,

    Could you please review this community thread : https://communities.ca.com/thread/241747510 

    ~Vinod.