Incorrect SLA count in the Case

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Community Alums
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‎03-07-2024 05:15 AM

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.

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Community Alums

‎03-07-2024 06:10 AM

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. 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Dr Atul G- LNG
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Tera Patron
In response to Community Alums

‎03-11-2024 03:17 AM

Good to know mate. 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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