SLA got attached twice at the same time. One is achieved and the other breached. Why is that?

[Ravish Shetty]

Hi all,

We have an SLA for the Change request table.

I am checking the Task SLA table where we have two task sla records created at same time. The acheived SLA is the correct one.

I have 2 questions here:

1. Why was there a second SLA attached? Is it because of the start condition?
2. Why didn't the second SLa stop like the first one?

The value of end date for the change was 2015-07-14 21:00:00

SLA definition:

Task SLA:

Edit: The SLA's did not get created at the same time. I was previously referring to the 'Start time'.

[srinivasthelu]

Look for current.update() in your BR's/workflow.

You need to change your SLA condition accordingly that the start condition never gets satisfied again during the life cycle of the ticket(until and unless, you need them explicitly).

Thanks

Srinivas

[Ravish Shetty]

The cancel ui action has a current.update() . could that be the reason?

[srinivasthelu]

No ravio, That is actual update instruction. That will trigger your Business Rules. If any of those business rule contains current.update(), then that would be counted as second update and that will be recorded as a separate update in the history

[Ravish Shetty]

There is one business rule which has current.update but looking at the triggering condition it doesn't look like that business rule was executed...Meanwhile I have raised an incident with the SN support