Some times, Out of the box SLA Violation report within Incident and Problem Management folder, the Select Ticket Type drop down shows only Incident and does not show Request or Problem.

Document ID : KB000020106
Last Modified Date : 14/02/2018
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To resolve this issue, perform the following steps:

Note: Have a backup of CA Service Desk Universe and/or your derived universes before performing below steps.

  • Login to Designer with Administrator credentials and import the CA Service Desk Universe.
  • Click on Tools > list of values > edit
  • Expand lookup tables.
  • Select on request type and click on purge and then on refresh.
  • In the Left pane, expand lookup tables and then request type.
  • Select 'code' field, rightclick/view asssociated table.
  • In the right-pane, 'crt' will be selected in blue.
  • Rightclick on the heading 'crt' and click on table values. You should see codes I, P, R as shown in the below screenshot:

    Figure 1

  • Save the Universe and click on Export.

Relogin to infoview and verify if the request type dropdown list shows request and problem.