The SLA for Tickets opened on the Secondary Server is expiring. The Workshift associated to the Service Type is not being considered.

Document ID : KB000051736
Last Modified Date : 14/02/2018
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Description:

Consider the following scenario:

A ticket (Incident, Request, Issue) is opened on the Primary Server and another one is opened on the Secondary server, both with the same information (Affected end user, Category, Assignee, Group, Service Type, etc), and it's verified the ticket opened on the Secondary is not considering the Workshift assigned to the Service Type, causing the SLA to expire.

What should be the cause of such problem?

Solution:

Check the SLA options configured on both the Primary and Secondary server. For example:

  1. NX.ENV on the Primary server contains the following configuration related to SLA:
    @NX_TTV_ENABLED=ttv_nxd@NX_TTV_EVALUATION_DELAY=60@NX_SET_SLA_EVT_OPEN_DATE=Yes@NX_CLASSIC_SLA_PROCESSING=Yes@NX_CR_ALLOW_SLA_DOWNGRADE=Yes@NX_SLA_WORKSHIFT_OVERRIDE=Yes
  2. NX.ENV on the Secondary Server contains the following configuration related to SLA:
    @NX_TTV_ENABLED=ttv_nxd@NX_TTV_EVALUATION_DELAY=60@NX_SET_SLA_EVT_OPEN_DATE=No@NX_CLASSIC_SLA_PROCESSING=Yes

To resolve the problem:

  1. Adjust the settings on NX.ENV for the Secondary server to be the same as on the Primary Server. Considering the example above:

    • Edit NX.ENV and have option @NX_SET_SLA_EVT_OPEN_DATE set to YES;

    • Add the following options to the end of the file:
      @NX_CR_ALLOW_SLA_DOWNGRADE=Yes @NX_SLA_WORKSHIFT_OVERRIDE=Yes 
    • Save the changes.

  2. Recycle Service Desk Services so the changes are recognized:

    • Stop Service Desk on Primary Server;

    • Stop Service Desk on Secondary Server;

    • Start Service Desk on Secondary Server;

    • Start Service Desk on Primary Server;

  3. Do the same adjustments to file NX.env_nt.tpl on the Secondary Server. This file is found on NX_ROOT\pdmconf. This must be done to avoid the problem from reappearing whenever pdm_configure is run on the Secondary server.

NOTE: Such verification and any adjustments needed must be done to any Secondary server existent on the installation.

Case the steps above do not resolve the problem, please contact CA Technical Support for further assistance.