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Add SLA Breach for Incidents activity table

Hi all,

I'm trying to add a activity on incidents that described that the SLA of it has Breach.

I set a alertdef for probsummary that calculate an SLA Breach and update status field for "Breach" and this is working.

I tried to set it up through activity actions table but it only works if I save the record , it's not assuming this change of the status field automatically and write the activity on the record.

I also tried to set an format control for it and setting up it on the alertdef but doesn't work neither if I set up a trigger for it.

 

Does anyone have the solution for this?

Thanks in advance

 

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Add SLA Breach for Incidents activity table

Hello Nuno,

hope you are doing fine.

Is there some error message or validation mesage displayed? I see the conditions correct.

Carlos Villalobos R
Customer Support Engineer
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Re: Add SLA Breach for Incidents activity table

Hi Carlos,

There's no message at all when is changing status value through my alerts or any activity  written on the incident record for it.

Currently I've no ideas how to implement this and i'm trying to gather all possible way to do it......

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Re: Add SLA Breach for Incidents activity table

Hi, Can you please share if your issue is resolved ? If yes then you can post the answer here, it ll help others too. If not then you can log a case with HP Software support or Professional Services for customization requests.
Regards,
HPE Software Support

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Absent Member.. Absent Member..
Absent Member..

Re: Add SLA Breach for Incidents activity table

Hi all,

Haven't a solution so far , any suggestion?

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Honored Contributor.. Honored Contributor..
Honored Contributor..

Re: Add SLA Breach for Incidents activity table

Don't use the triggers or FC, but let the alert set the relevant fields and ensure you call the "im.save" process as the 'Update Process' [edit: on the "alertdef" record]. This will ensure the alert update is processed the same as a user update, and will also run through the activityactions.

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