Working with "Set SLA Violation for Actions on True Macro" option in the Event Definition

Document ID : KB000049772
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

When working with "Set SLA Violation for Actions on True Macro" option in the Event definition, the on-line help states the following:

"If desired, select one or both of the SLA Violation for Actions on True/False Macro check boxes.
These check boxes, if selected cause a Service Level Agreement (SLA) violation to be logged when a true or false condition is encountered for the event."

However, when setting this option and not assigning any "Actions on True Macro List", for example, for an event that should violate the Service Type, it is not violated when the delay time is reached.

What is this option - "Set SLA Violation for Actions on True Macro" - used for?

Solution:

In fact, the documentation is wrong when stating that

"If desired, select one or both of the SLA Violation for Actions on True/False Macro check boxes.
These check boxes, if selected cause a Service Level Agreement (SLA) violation to be logged when a true or false condition is encountered for the event."

Checking the boxes will basically cause the True/False Macro(s) to be executed.

If the macro itself sets the violation via the "Set SLA Violation = Violated" action, then yes the ticket will violate.
If the macro action is to "Add an Activity Log" then that's what it will happen when the time expires.