Posting SLA repair on multiple incidents

[Ballela Siva Te]

Hi Team,

Is there a possibility to implement repair SLA on multiple incidents at once ? If so can you please let me know how can we do it

Regards,

Siva Teja B

[BrianS344076034]

Hello!
need some help with this as doing 100 at a time is going to be brutal

A previous manager created a custom SLA for first assignment... but didn't put a stop condition if the incident is cancelled.

so I have 78k records that this timer is running on, and i'd like to stop it.

If found the above to go and create the custom script, but not sure on some parts.

here is the script

var incidentQuery = "...paste encoded query here..."; 
var slaRepair = new SLARepair(); 
slaRepair.setValidateOnly(true); 
slaRepair.repairByFilter(incidentQuery, "incident"); 
if (slaRepair.validateOnly) 
   gs.log("SLARepair run in validate only mode - found " + slaRepair.taskIds.length + " Incident records to repair", "SLARepair"); 

First part my encoded query, how do I find that
this is what I am looking at

Task SLA table
 SLA Definition Name contains CMC

Has Breached is True

Incident State is cancelled 

the SLA definition created is called CMC:Time to First Assigned To

Any help would be appreciated

[Voona Rohila]

Hi @BrianS344076034 

Navigate to 'task_sla' table and add your filter conditions 

Sample : Please modify accordingly

right click on the query and use 'copy query' to get the encoded query of the filter.

Sample query- "has_breached=true^sla.nameLIKECMC^task.ref_incident.incident_state=8" 

Use that encoded query in the script.

Note : Make sure you test this first in non-prod instance.

[BrianS344076034]

Thanks @Voona Rohila 
for some reason I am not able to get the task > incident > incident state in my query, trying to get it added to the filter, but need to update the table assuming to pull that over

BUT then I noticed this at the bottom of the page

[Voona Rohila]

Yeah, As suggested above you can use either from list or from script.