Knowledge Partner
Knowledge Partner
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SMAX SLA Recalculations

Hi Guys

I would just like to get clarification on SMAX SLA/OLA's

From what we can see SMAX does not recalculate closed Requests/Incident SLA's

Is it at all possible to run a recalculation on SLA/OLA's on old closed records after amending a SLA/SLT Config 

Thanks

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4 Replies
Micro Focus Expert
Micro Focus Expert

Re: SMAX SLA Recalculations

Hello,

SMAX does not recalculate closed tickets. I'm not aware of a method to recalculate the SLA,

What is the use case?

Best regards,

Brindusa

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Knowledge Partner
Knowledge Partner

Re: SMAX SLA Recalculations

Hi Brindusa

This is needed for 2 reasons.

SLA problems where SMAX had SLA problems, mostly affecting older version Tenants. SLA problems were fixed however it does not fix closed Tickets after the problem was resolved, only open Tickets and active SLA's running.

The other reason can be prevented, but in the case an SLA is incorrectly configured accidentally, we would like the option to recalculate the SLA's after the fact.

Thanks

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Micro Focus Expert
Micro Focus Expert

Re: SMAX SLA Recalculations

Hi Brindusa,

I think Mario is after this functionality that we have in Service Manager.

https://docs.microfocus.com/itom/Service_Manager:9.62/RecalculateAvailabilityAndResponseTime

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Knowledge Partner
Knowledge Partner

Re: SMAX SLA Recalculations

Hi Jas
Indeed that's exactly what I need:)
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