Repair SLA applied to tasks that didn't change state
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11-06-2023 03:04 PM
Hi, guys!
I need to apply Repair SLA to a long list of tasks that were created this year (+20k records). But we have a scenario:
1-Those tasks were created with state = closed complete, and no other update was made. It was created with state = closed complete and remains this way;
2-I was able to apply the repair SLA to those tasks, but since there's NO STOP CONDITION (since state didn't change) I used a background script to complete de SLA (stage = completed).
The problem is, even with stage = completed, the SLA percentage continues to run.
I understand that stage = completed is not enough to stop the SLA percentage to run.
In this case, is there a way to apply SLA to those tasks and stop the percentage? SLA can't breach.
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11-06-2023 03:45 PM
Hi, are the task records active == false?
If not, I think a script to set the active field to false should result in the task_sla records being set to complete, as long as the script is not run with setWorkflow(false)
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11-07-2023 04:49 AM
Hi! Even set task record active field set to true the SLA percentage continues to run
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11-07-2023 04:50 AM
sorry, active field set to FALSE
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11-07-2023 11:03 AM
Hi, perhaps you could share details of your SLA definition (as xml file) and an example Incident (as xml) this will allow the community to review your configuration and advise best solution.
