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SLA Showing only Delayed time and inactive RESUME button

  • 1.  SLA Showing only Delayed time and inactive RESUME button

    Posted Apr 03, 2018 05:38 AM

    I have created macro and event and Service type properly as per CA guidelines and attached Service type with a Incident Area but when ticket is created it is showing only Delayed status and Delayed time .

     

    please suggest what change need to done .Previously SLA was not implemented in this system.



  • 2.  Re: SLA Showing only Delayed time and inactive RESUME button
    Best Answer

    Posted Apr 03, 2018 05:49 AM

    Hello Siladitya,

     

    this could be caused by:

    • the status of the ticket (e.g. 'Hold'?)
    • the workshift on the service type
    • the workshift on the event

    See Manage Service Type and Service Type Events - CA Service Management - 17.1 - CA Technologies Documentation for the interaction between Service Type and Event workshifts, which is also affected by an Options Manager setting.

     

    Hope that helps :-)

    Regards,

    James



  • 3.  Re: SLA Showing only Delayed time and inactive RESUME button

    Posted Apr 03, 2018 09:24 AM

    Thank you problem resolved