CA Service Management

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  • 1.  CA UIM INTEGRATION WITH CA SDM

    Posted May 17, 2018 09:22 AM

    Dear All,

     

    We are successfully Integrated CA UIM with CA SDM 14.1. Tickets  coming from UIM  to Service desk and All Tickets priority is 1 in ca sdm & SLA have been expired  after 2 hrs according to our SLA matrix.

     

    But we want the tickets' SLA should not be expired which are  coming from UIM To servicedesk

     

    Regards 

    DHeeraj



  • 2.  Re: CA UIM INTEGRATION WITH CA SDM

    Posted May 18, 2018 07:49 AM

    How is the SLA attached in the UIM cases?



  • 3.  Re: CA UIM INTEGRATION WITH CA SDM

    Broadcom Employee
    Posted Jun 13, 2018 03:17 PM

    DHeeraj, most likely you use some event to set the sla violation. Please check into this and if this is true, identify something unique for those tickets created via UIM integration and then create a condition and insert this newly created condition into the event to say " if this condition is true, not set the sla violation otherwise set the sla violation". Thanks _Chi