Converting from duration to due date SLA- Refresh/Repair Updated Due Date?

[jlaps]

We are converting from duration based SLA to using due date SLAs. We have some previously built items that will impact how this works-

• DEFAULT SLA reference field exists on the ITEM where we can choose default SLA for forms.
• DUE DATE on RITM is set using business rule on INSERT against the DEFAULT SLA for that item, which in turn uses a schedule to derive the DUE DATE. RITM is inserted, due date is set.
• Catalog Tasks have a rule that sets the due date of the sc_task = to the due date on the parent RITM.

So it works as expected when converting an SLA to DUE DATE, it is setting the breach date to the due date of the RITM/TASK which are scripted to be the same.

Now-

I go and change the due date on a RITM. Said business rule that sets the due date on the sc_task, watches and on next UPDATE, sets the sc_task due date to the same value as the RITM. The SLA Breach Date does not update.

REFRESH does not update it, though a REPAIR will set it back to the original due date as expected. I CAN manually update the due date on the SLA, but this does not seem to affect the elapsed percentage counters? They are still proceeding as if the original due date was in play. Watching to see what happens on breach, when it breaches, with updated date, given the elapsed time behavior.

I am trying to sanity check everything, but curious if there are any pitfalls to watch for, or limitations, etc when using due date SLAs.

Thanks!

[jlaps]

It is working better than expected, but there is one thing I am hoping to get some ideas on.

With converting to due date, we are removing all pausing, which will mean that when we have exceptions, I may be asked to "edit" an SLA so it is not breached... changing the due date is how I thought I would go about this, but I think SN is too smart for me.

if I take a closed RITM/TASK and the task is breached for bypassing the due date. If this was an exception and I needed to make it NOT breached...

• Changing the due date in the SLA does not work- it saves, but the percentages proceed as if it was not changed
• changing the due date on the RITM and the TASK, and then REPAIRING does not work, as it goes back in time historically and pulls the actual value of the due date originally.
• Refresh does nothing that I can see.

If I have some breached SLAs for missing due date that I am supposed to make NOT breached... what is the best way to do that? I can't seem to edit this SLA after the fact successfully.

[vinayverma]

I have simillar scenario. Did you get any solution to fix breached SLAs that are actually not brached?