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HP Service Manager - SLORESPONSE table is blank (not contain registers)

Hello Experts,

I have a problem with SLA/SLO.

I have set one SLA:

[IMG1]

And I have set inside it a SLO with condition (assignment in $L.file="GSV Suport"):

 

[IMG2]

 

I have configured the table of slamodulecontrol  for probsummary tickets and I have selected the check box for enable the sla of this application, execute in first plane and response time objectives.

 

[IMG3]

 

Finally, i have opened four incident tickets with assignment group equal to “GSV Suport” condition. But when i check the table sloresponse not show nothing (when i search say “not found registers”)

 

[IMG4]

[IMG5]

 

Why does hp service manager no register nothing in the table sloresponse when i open incident tickets?

 

I saw in the community page that the table sloresponse depends to the schedule “Rollup Record” but I changed the action many times times and not appear nothing in the sloresponse table.

 

/t5/Service-Manager-Service-Center/slo-response-history-tab-blank/td-p/5756637

 

And also i have regenerated the sla parts but continue without not register nothing in the table sloresponse.

The analisis of response of the service objective show that the total resgistrers afected are zero, and it is not true, because i have opened four tickets.

 

Best regards and thanks for your support.

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Re: HP Service Manager - SLORESPONSE table is blank (not contain registers)

Have u checked the below...
- if the SLO triggers with no condition or true?
- is the SLA tagged/linked with the Company?

Also check if the SLA is being applied to the Ticket using RAD Debugger.

<IMG2> SLO is suspended for Resolved & Closed. Do u want it to work that way?
<IMG3> Status Progression is incorrect - it should be configured from Open - WIP - Pending 1,2,3 - Referred - Resolved - Closed.

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Re: HP Service Manager - SLORESPONSE table is blank (not contain registers)

Have u checked the below...
- if the SLO triggers with no condition or true?

Rberchtold:  I have checked the slo triggers and it does not have a condition text box [img7]


- is the SLA tagged/linked with the Company?

Rberchtold: yes, you can see in [img8]

Also check if the SLA is being applied to the Ticket using RAD Debugger.

Rberchtold: What is the parameter that i have to put in RAD debugger to check if is applied correctly the SLA in ticket?



<IMG2> SLO is suspended for Resolved & Closed. Do u want it to work that way?

Rberchtold: I have changed this for that it only suspend incident tickets in Pending state and not in Resolved or Closed states.


<IMG3> Status Progression is incorrect - it should be configured from Open - WIP - Pending 1,2,3 - Referred - Resolved - Closed.

 Rberchtold: I think that this configuration is correct because we have another status in probsummary, you can check this status in  [img9]

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Re: HP Service Manager - SLORESPONSE table is blank (not contain registers)

Not the SLO Triggers, i meant Condition of the SLO/Process Target
- If you put the condition 'true', does the SLO work?

You can get the value using RAD Debugger and the command, refer to the tablename for the actual field for SLA/SLO ID
d <field name of SLO/SLA ID> in $file

 

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Re: HP Service Manager - SLORESPONSE table is blank (not contain registers)

Thanks for your reply Sanzz.

Not the SLO Triggers, i meant Condition of the SLO/Process Target
- If you put the condition 'true', does the SLO work?

rberchtold: I put in 'true' the condition of the SLO  (without another parameters) and i created some tickets. The result in 'sloresponse' is the same, it don't have any registers.

You can get the value using RAD Debugger and the command, refer to the tablename for the actual field for SLA/SLO ID
d <field name of SLO/SLA ID> in $file

rberchtold: I used the RAD Debugger for see the content in the fields 'sla.started','sla.expire', 'sla.vendor','sla.contact', 'sla.breach' and 'sla.alert.time' in the probsummary module, all the fields have null parameter stored, both with putting conditional on 'true without another parameters as with put conditional with 'assignment='GSV Suport''

d sla.started in $file

 

 

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