IZ65181: CLIENT IS UNABLE TO APPLY SLA TO A SERVICE REQUEST IN TSRM 7.1.1.5

APAR status

• Closed as user error.

Error description

• unable to apply SLA to a Service Request in TSRM 7.1.1.5
  Getting a "No applicable SLA(s) found for this record" error
  even though an applicable SLA exists.
  
  Found out that this has to do with the association of
  Calendar/Shift to the SLA.
  Problem details mentioned below:
  
  Replication Steps :
  
  TSRM 7.1.1.5
  
  1. Go to Administration --> Calendars
  
  2. Create a new Calendar (24X7) --> Start Date : 01-Nov-2009 End
  Date : 30-Nov-2009
  
  3. Go to Calendars --> Work Periods tab --> Specify all the
  shifts (NIGHT,DAY, EVENING) with no breaks for the entire active
  duration of the Calendar (i.e 1-30 Nov 2009). Effectively a 24X7
  operation --> Save this Calendar record
  
  4. Now go to Service Level --> Service Level Agreement
  
  5. Open up an existing SLA (1022) --> Status Active --> No
  Calendar or Shift Associated to it.
  
  6. Close this SLA--> Go to Service Desk --> Service Request -->
  Create New SR
  
  7. Specify a Site (Bedford) --> Reported Priority (1) -->
  Urgency (1) --> Save the record
  
  8. Go to Select Actions --> Apply SLA --> SLA 1022 gets applied
  to this Service Request.
  
  9. Now, go back to Service Level --> SLA --> Open up SLA 1022.
  
  10. Inactivate 1022 --> Associate Calendar (24X7) and SHIFT
  (DAY) to both "Applies to Calendar" and "Calculation Calendar"
  --> Activate 1022.
  
  11. Now, go back to Service Desk --> Create new SR and repeat
  Step 7.
  
  12. Repeat Step 8. This time, TSRM throws an error saying the
  "No Applicable SLA(s) found for this record"
  
  13. The same happens (No applicable SLA's found for this record)
  if you change the Shift mentioned in Step 10, to NIGHT.
  
  14. No error message is displayed in the following cases
     - No Calendar or shift associated to the SLA
     - Only Calendar associated to the SLA
     - Calendar and Shift (EVENING)
  
  Also, there is some correlation between the priorities specified
  in the Service Request but I did not have to go that far to get
  the error message that the client is getting.
  

Local fix

• - None
  

Problem summary

Problem conclusion

Temporary fix

Comments

• As per kyle this is a config issue and nothing to do with the
  code.
  

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

Applicable component levels