4 Replies Latest reply on Mar 24, 2015 10:54 AM by Navneet Sharma

    SLA is disabled but still attaching to Incidents

      Share This:

      Hi Friends,

       

       

      We have a SLA which is disabled last month but we see this SLA getting attached to Incident?

       

       

      Please suggest

        • 1. Re: SLA is disabled but still attaching to Incidents
          Hardik Desai

          Hi SK,

           

          Please verify whether the filters for that service target are deleted from the DB. Check the Administration Tab on the service target to verify the status of the filters. You can verify via Developer Studio, try to search SVT & its milestone filters using zSLMGen:<SLMId>.

           

          E.g.:

          zSLMGen:SLM00101_MeasReqAssoc`!

          zSLMGen:SLM00101_1010_<Milestone Title>_BR`!

           

          If the filters is visible in Dev Studio, delete the filters related to the Service target.

           

          Thanks

          Hardik

          1 of 1 people found this helpful
          • 2. Re: SLA is disabled but still attaching to Incidents

            Thank you Hardik...very use full information..

             

             

            Yes the Filter was enabled we will delete it to see the SLA attachment. But how come it was left enabled?

             

            What are the basic troubleshooting steps for SLA ? please share if you have.

             

             

            SK

            • 3. Re: SLA is disabled but still attaching to Incidents
              Hardik Desai

              Hi SK,

               

              Ideally, the filters should be deleted automatically when you Delete / mark the service target as Disabled. Delete/Disable involves marking all the open measurement records for the service target to Invalid status. Hence, if there are lot of open measurement records it usually amount to high admin thread activity involving Invalid status update and deletion of filters where the deletion of filters is not performed in a timely manner.

               

              Basic recommendations:

              - The SLM business rule engine (slmbrsvc/BRIE) has to be running while creating/deleting the service targets & recommended that the BRIE engine be configured on a private queue.

              - In case of server group environment, this service should be running on the primary server (or rank 1 server for Admin operation), as it involves deletion of the underlying filters.

              - The service targets should be created/deleted only on the Primary server (or rank 1 server for Admin operation) as it involves creation of filters on the servers.

               

              Thanks

              Hardik

              • 4. Re: SLA is disabled but still attaching to Incidents

                Hardik,

                 

                I must say Thanks  this information is very useful...