Remove SLA Violation from Employee View

This article contains instructions for removing the indication of an SLA Violation from the Employee Interface.

Step 1. Edit list_cr.htmpl

Search for the following code...

CODE

<PDM_MACRO NAME=lsCol hdr="Request #" attr=ref_num link=yes style=ref_num_style>

...and replace it with...

CODE

<PDM_MACRO NAME=lsCol hdr="Request #" attr=ref_num link=yes>

Step 2. Clear the web cache

The final step is to clear Service Desk's cache. The methods vary depending on release.

For r11.x releases of Service Desk:
Publish your changes via the Web Screen Painter. The process of publishing automatically initiates a pdm_webcache.

For older releases:
Execute pdm_webcache from a command prompt on the Primary Server. There is no need to run this command on the Secondary Servers.