SLA for the hr cases not paused when the user resolved it from list view

manisnow122
Tera Contributor

3 weeks ago

Hello,
Iam facing an issue with SLAs, whenever iam resolving the hr case from list view ie., by selecting one or more than one hr case from the list view and by clicking close action on action on selected items. If iam resolving a hr case this way the SLAs are not getting paused even though the state is changed to resolved. if resolve the hr case by clicking the resolve action button on the form, the SLAs are getting paused.

 

If any one has any inputs on why this is happening and what should i check.

Note: The SLAs used to work properly before, previously also i used to resolve from list view, now it is not working.  What do i need to check causing this issue.

FYI All the SLAs conditions are correct.

 

Thanks in Advance.

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Itallo Brandão
Tera Guru

3 weeks ago

Hi @manisnow122 ,

This is a tricky issue, but it usually comes down to one of two things: either the "List View" action is suppressing the Business Rules (which trigger the SLA engine), or the "List View" action is missing a secondary field update that the SLA relies on.

Here is a checklist of exactly what to check to find the root cause:

1. Check the UI Action Script (Most Likely Cause)

You mentioned you are using a specific action ("close action on selected items") in the list view.

  • What to do: Go to System Definition > UI Actions.

  • Search: Filter by the Name of that button and the Table (HR Case). Ensure List choice is true.

  • Check the Code: Look at the script.

    • Does it contain current.setWorkflow(false)?

    • Why this matters: Developers often use setWorkflow(false) in bulk-update scripts to improve performance. However, this disables all Business Rules, meaning the SLA Engine never gets notified that the ticket changed.

    • Fix: Remove setWorkflow(false) or manually trigger the SLA calculation.

2. Compare the Audit History (XML Comparison)

The "Form" button might be setting hidden fields that the "List" action ignores.

  • Test:

    1. Resolve Case A using the Form.

    2. Resolve Case B using the List Action.

    3. Open both records and look at the History > Calendar (or right-click header > Show XML).

  • Compare: Look closely at the state, state_reason, or substate fields.

    • Example: Maybe the Form sets State to Resolved AND Substate to Permanently Resolved, but the List action only sets State.

    • If your SLA Pause condition relies on that second field, the List action won't trigger the pause.

3. Client Scripts don't run in List View

Remember that Client Scripts and UI Policies do NOT execute when you update records from the List View.

  • Scenario: If you have an onChange Client Script on the Form that automatically sets a "Resolution Code" when the State changes, that script will not run in the List View.

  • If your SLA needs that Resolution Code to be present, it won't pause.

4. The "Repair SLA" Test

To confirm if it is a transaction issue or a data issue:

  1. Find a case where the SLA failed to pause.

  2. Click the Repair SLA link on the form.

  3. Result:

    • If the SLA pauses after repair: The data is correct, but the "Update Event" was missed (points back to #1 - setWorkflow(false)).

    • If the SLA still runs: The data is incorrect (points back to #2 or #3 - missing fields).

If this checklist helps you find the culprit, please mark it as Accepted Solution.

Best regards, Brandão.