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Found 4 results

  1. Hi, I want to configure SLA based on business days. For example, Today If I create two incident at different time. The SLA will start calculation from next business day, not in from ticket creation time. The P1 ticket having one business day means, It will will expire on second business day. Is it possible to configure, please suggest me. Thanks, Bala.
  2. 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'
  3. 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?
  4. Hi, Can some one answer my queries on SLA setup. 1. If the ticket priority is changed from 4 to 3, Here P4 SLA will gets cancelled and P3 sla gets attached.But here sla clock is calculating the time from ticket open date.Is there any solution/alternative that sla clock should calculate from the date when priority is changed. 2. Lets say for P1 ticket, the response time is 15 mins. here the analyst transferred the ticket to other group after 20 mins. The ticket is violated by first group.Its similar to 1st question.Can we calculate response sla from ticket reassigned date(after 20 mins)? 3. How can we calculate response and resolution from so and so status.Our requirement is response time has to calculate once the ticket status is changed from "Open" to "Accepted" and resolution sla has to calculate from "ACcepted" to "resolved". Thanks Ammu
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