CA Service Management

  • 1.  SLA Predicted Violation Not Firing

    Posted Aug 23, 2018 11:52 AM

    We are just starting to use SLA's and the first is a simple one for unassigned incidents.

    I have three events associated to a Service Type:
    1. Alert - Add an Activity Log
    2. Warning - Add an Activity Log,  & Set CR SLA Violation=Predicted

    3. Violation -  Add Activity Log - SLA Expired, &  Set SLA Violation = Violated

     

    All three events fire "Actions on True" on schedule and add the activity logs at the set delay times.

    However, Event 2 that includes set predicted violation does not set the SLA status to "Predicted". The Activity log only contains the event condition (same condition macro on all three events) and does not show violation = predicted.

    The status remains "Not Violated" in the SL tab

    Event 3 fires and executes its actions and sets status to Violated.  Predicted never occurs.


    Classic SLA is uninstalled, all other SLA options appear to be installed as required.

      

    Any idea why the predicted violation is not being set?

     

    Runnning SDM 14.1.05.



  • 2.  Re: SLA Predicted Violation Not Firing

    Posted Aug 23, 2018 12:18 PM

    One further note... just noticed that the Service Type tab in the incident "Evaluated On" field contains the time of the first event, and is updated when the third event fires. It does not get updated when the second event fires. 
    No errors in the logs either.



  • 3.  Re: SLA Predicted Violation Not Firing
    Best Answer

    Posted Sep 03, 2018 11:56 AM

    It could be a simple fix. Under Options Manager --> Time-to-violation--> (ttv_enabled and ttv_evaluation_delay), please ensure these two options are installed. If not install them and recycle the services.

     

    If they are already installed, check your Macro code for predicted violation and if possible post here (it should be like predicted_sla_violation = 1;  )

     

    Thanks

    Arunava



  • 4.  Re: SLA Predicted Violation Not Firing

    Posted Sep 10, 2018 07:48 AM

    These options are already installed so that is not the problem.  The predicted violation macro is correct as well - never been modified out-of-the-box.  predicted_sla_violation = 1;    Also note that the Violated macro fires and updated the status, but not the predicted violation.

     

    Jeff

     

    >>> Chris_Hackett <communityadmin@communities-mail.ca.com> September 7, 2018 13:25 >>>

    Chris Hackett marked ArunavaS's reply on SLA Predicted Violation Not Firing as helpful.



  • 5.  Re: SLA Predicted Violation Not Firing

    Broadcom Employee
    Posted Sep 07, 2018 12:43 PM

    jeffery.mason 

    Do you require any additional assistance on this topic?

    If not, please mark one of the provided responses as correct so that this thread can be closed.



  • 6.  Re: SLA Predicted Violation Not Firing

    Posted Sep 13, 2018 09:25 AM

    Thanks to Derek for clarifying this issue in a support case.  Predicted Violation is not a status and therefore will never appear in the Service type dispaly. It is simply a trigger to perform other actions at a defined time prior to the violation event. It is misleading since the macro does a predicted_sla_violation = 1;, but all that seems to do is change the ticket to display orange.