Record Producer Creating Records inactive Preventing SLA Attach

[jlaps]

We recently attached some SLAs to our HR records. We noted that some HR records had SLA and some did not, and after a little digging, when the record is first created/inserted, it is ACTIVE = FALSE. Most often in the same second, it gets toggled ACTIVE = TRUE, and in those cases the SLAs attach as active is a start requirement.

However in the rare-ish circumstance where this active toggle does not happen on the same second, those records do not get SLAs attached, and I presume because in the second the record is inserted, it is NOT active, therefore no SLA.

Where is it doing this and how do I stop it? Thanks!

[Tony Chatfield1]

Hi, with only a partial screenshot as reference and without visibility of your record producer and any related insert BR's, workflow\flow etc the forum can only guess at the cause of your issue.

Is the active or state field being set in the record producer, during record insert or by workflow\flow?

[jlaps]

Part of the reason I ask is I am not sure where all to look for what could alter a record before it even exists like this. I do not see any business rules on hr table that edit ACTIVE, and there are not workflows for HR records. From what little the screenshot of the history record above shows though, the OLD value is empty for both, even the second one. Doesn't that mean that the same activity is responsible for both active toggles?

Sure seems like it would have to be the record producer doing that... still digging.

[Mike_R]

That seems odd. How are these HR cases created? Is it through an inbound action, record producer, or some other method?

[jlaps]

These are created by a record producer. I rarely have to work on those, so poking around trying to find some obscure active toggle or something, but not seeing any variables, scripts or UI policies doing anything to it. 

It seems odd to me too 🙂