Service Level Management : SLM Status in incident module are not being updated with Met(Green color), Warning(yellow Color), breached(red color) in Remedy IT Service Management Tool

Knowledge Article

Article Number

000334655

Old Article Number

000114589

Article Type

Solutions to a Product Problem

Title

Service Level Management : SLM Status in incident module are not being updated with Met(Green color), Warning(yellow Color), breached(red color) in Remedy IT Service Management Tool

Summary

SLM Status in incident module are not being updated with Met(Green colour), Warning(yellow Colour), breached(red colour).

Product

BMC Service Level Management

Component

BMC Service Level Management

Applies to

All versions of IT Service Management Tool using Service Level Agreement Module

Problem

SLM Status in incident module are not being updated with Met(Green color), Warning(yellow Color), breached(red color).

Cause

SLM:EventSchedule:TAD_PollingEscalation escalation not running on it's own separate pool.

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

In case there are multiple Escalations running in the Same Pool as the SLM:EventSchedule: TAD_PollingEscalation, then the mentioned escalation would delay the processing of the Event Records causing the issue.

BMC recommends that the SLM:EventSchedule: TAD_PollingEscalation escalation should be run in a separate pool to ensure timely execution of the related workflow. BMC also recommends that these three escalations be configured to run together in a separate escalation pool:

SLM:ConfigReviewPeriod:Check
SLM:EventSchedule:TAD_PollingEscalation_Compliance
SLM:EventSchedule:TAD_PollingEscalation_InvalidateMeasurement

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