The "attached_sla" table on the Service Desk MDB is not updating with tickets which have SLA's associated.

Document ID : KB000008915
Last Modified Date : 14/02/2018
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Issue:

Tickets which have SLA's attached to them are not reflected on the "attached_sla" table in the Service Desk MDB.

Environment:
SDM 12.9SDM 14.1SDM 17.0
Cause:

With the option "Classic_SLA_Processing" installed the "attached_sla" table in the Service Desk MDB will not be updated.

Resolution:

"Classic_SLA_Processing" needs to be uninstalled in order for the "attached_sla" table to be updated.

This option can be located below:

Administration tab-> Options Manager-> Request-Change-Issue

 

Then recycle SDM services in order for the uninstallation to take effect.

By default, a new SDM installation does not have such option installed. However, in an upgraded environment, this option may be installed if the original environment had it set.

 

Additional Information:

All new tickets created after this option was uninstalled will then be updated on the attached_sla table if they have SLA's associated with them.

However previously created tickets will still be absent.

Tickets that have SLA's attached which were created with "Classic_SLA_Processing" installed can be found on the "call_req" table under the "support_lev" column.