CA Service Management

  • 1.  Regarding the SLA

    Posted Mar 13, 2018 04:12 AM

    Hi Team,

     

    We need to calculate the SLA time for the Incidents in the service desk v12.9.

    Please let us know the formula to subtract the Status (Pending,Hold,Awaiting) time from Open time to resolve time.

    Since we dont have the SLA timer.

    Please guide and update how can we get the BOXI (3.3)reports excluding the Waiting status from Open time to resolve time.

    Kindly suggest.

     

    Thanks

    Shwetha



  • 2.  Re: Regarding the SLA

    Broadcom Employee
    Posted Mar 30, 2018 03:33 PM

    Hello Shwetha,

     

    I was looking into this and it looks like you had asked this question in an earlier case, which I will provide in a direct message.

     

    I was also wondering if the install cited for this query is valid, that you are asking about SDM 12.9 with CABI/BOXI 3.3.  Both of these are no longer supported and we are working within SDM release 14 and 17, as well as CABI/BOXI 6, which uses Jaspersoft reporting over the SAP reporting functionality.



  • 3.  Re: Regarding the SLA

    Posted Apr 03, 2018 12:12 PM

    Does that mean you don't have an SLA configured? A manual calculation on Elapsed Time or Remaining Time calculation is complex to deploy.