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Found 5 results

  1. I'm checking the feasibility of extending the color codes in CA Service Desk. These colors will be used in the configuration of SLA's . when the ticket is 50 % completion in the SLA I would like to change the color to "GREY" 75 % completion of SLA time then "Orange" 100 % completion of SLA time then "RED" Out of box we've orange and red color codes OOTB macros Set SLA Violation = Violated - RED Set CR SLA Violation=Predicted - ORANGE My question is how to create a new color code to use in SLA's , such as 'GREY'
  2. How to setup a mail notification to the Change implementer when the 'Scheduled End Date' has passed in a change order. and the ticket is still not moved to the next status either failed or success CA Service Desk 12.9
  3. Hi All, I am new to CA SDM(14.1). We have a requirement to automatically change incident status from Awaiting end user response to Closed if no response is there from end user after 12 hours. Please suggest how to proceed.
  4. Hi All, I am new to CA SDM. We have a requirement to automatically change incident status from Awaiting end user response to Closed if no response is there from end user after 12 hours. Please suggest how to proceed.
  5. Hi, In Current scenario of ca sdm, SLA setup is setup in such a way that the events are calculated from Open date/time Can we have any option that events start to calculate from the first time the ticket is saved. for example, we have a ticket where there is a time gap between Open time and when the ticket is saved. Lets say time gap is 15 minutes (In our case response violation time is 15min) - it means it is violated here. Can we have any option to calculate the time once the ticket is saved?
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