What are the effects of keeping Classic_SLA_Processing set in the most recent releases of SDM?

Document ID : KB000028805
Last Modified Date : 14/02/2018
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Introduction: 

The Classic_SLA_Processing is an old feature from CA Service Desk Manager (SDM), which makes Service Types based on Ranks. This code has remained untouched, with that, any new Service Type related functionality introduced in SDM will not be available when this option installed.

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.

This document explains what the effects of keeping this option set are.

Question: 

What are the effects of keeping Classic_SLA_Processing set in the most recent releases of SDM?

Environment:  

CA SDM 12.x and 14.1.

Answer: 

With Classic_SLA_Processing set as ON, the Service Type tab of the ticket shows the following options related to the Service Type control:

 

Classic_ON.jpg

 

With Classic_SLA_Processing OFF, the Service Type tab of the ticket shows additional options as well as functionalities:

Classic_OFF.jpg

Those options and functionalities are:

  1. Projected Violation Time, Violation Cost, Violation Status and Evaluation;
  2. Service Target information;
  3. Additionally, setting a Service Type for a Workflow Task in for Change Orders, Requests, Incidents and Problems is available with Classic_SLA_Processing OFF.

 Thus, all these functionalities are not available with Classic_SLA_Processing ON.

 

Additional Information:

  • Other behaviors associated with setting Classic_SLA_Processing are:

TEC617178 - How to prevent the Workflow Task Service Type to be in status "Not Active" on a Change Order

TEC1200908 - In the Incident/Request detail form, an Area that contains a Service Contract doesn't appear in an environment configured for Multi-Tenancy