Incorrect SLA count in the Case

[Community Alums]

Hi all,

I have an issue in the SLA. The case is in resolved state and the corresponding SLA is paused till case is closed.

Issue: The business elapsed time and percentage shows incorrect values. The agent has only worked for 19 minutes but it shows 11 hours and 19 minutes. 

Additional info: we have a schedule added in the SLA (9am-5pm in business days) and total duration of SLA is 16 hours. The SLA timeline shows correct value when I open it and then when refreshed it goes to either 0% or incorrect count as mentioned above. This is happening for only for random cases and not all the cases with same SLA definition. I believe it's also considering the paused time and reducing that from business time left. I checked for any customizations but there isn't any. 

Any suggestions on this are highly appreciated.
Thank you.

[Dr Atul G- LNG]

Hi @Community Alums 

Try to repair SLA once.

[Community Alums]

Hi @Dr Atul G- LNG ,

Thanks for the response. 
We have the same case is Dev as well since cloning happened recently. I tried "Repair SLA" option in Dev instance and the SLA went back to 0. The case was closed and I tried "repair SLA" on that.
I am not sure how it will function in a paused SLA!!
It will again go back to 0??



Thanks,

As

[Dr Atul G- LNG · Accepted solution]

Hi @Community Alums 

The repair SLA actually take the latest SLA definition and apply on record. Try on 1 record and see.

Also as it is after upgrade, means there must be some file need to check which get impacted during upgrade. 

[Community Alums]

Hi @Dr Atul G- LNG ,

Thank you for the input, it really helped. Cheers!!
-Ashwin