Issue while Repairing SLAs

[sattar3]

Hello All,

We have an issue with some TASK SLA records, we tried to repair the SLA for those records.

after repairing some of the task sla records were deleted from the table, do we know the reason?

Actually Jan 1st is holiday but at that time we haven't created the schedule entry because of that some tickets SLA is beached, we tried by the repair SLAs option. 

If a ticket having 3 or 4 task sla's then 2 or 3 task sla's were deleted, what is the exact reason for this?

can someone help me on this?

I can see the deleted records in "sys_audit_delete" but the count is too high compared to actual deleted records, in this scenario what should we do?

the recover deleted records option will restore all the deleted records?

@Ankur Bawiskar @Community Alums @SANDEEP28 

Thanks,

Sattar

[sattar3]

@Sandeep Rajput SLAs are repaired.

One thing i noted is Incidents are in closed state but the task sla stage is still in-progress, does SLA Repair solve this issue also or only updating elapsed or business time happened by repair SLA?

how we can update the stage of task sla records to completed?

Please help me on this.

Thanks,

Sattar

[Sandeep Rajput]

@sattar3 Ideally, the SLA repair should address this as the workflow attached with task_sla record would get completed if the task state is already completed. 

[sattar3]

@Sandeep Rajput thanks for thr reply.

No its not updating state of the task_sla, we repaired the SLA twice for the records but the task_sla stage is not updated and still in In-progress state.

I checked SLA, it's having default workflow.

1st SLA:

2nd SLA:

one of the task_sla record which in In-progress but incident state is closed.

Could you please check and let me know if having any issues in SLA?

Thanks,

Sattar

[Sandeep Rajput]

@sattar3 Your SLA stop conditions are defined on the incident_state field, can you check on your incident record if the incident_state and state fields reflect the same value or they are different. To me it appears that the stop conditions for the SLA are not matching hence it continues to run. You can also check the Enable logging checkbox on the SLA record to check the detailed logs related to SLA.

[El Cuchi]

hi Sattar3,

if you run a script to repair sla, then, you can roll-back by using the recovery context feature.

regards.