SLA notifications are sent for more than 100 %

[sharayukasar]

Hi all,

we have a workflow   on "task_sla" table for sending out the notifications   on different percentage (for 25% ,50% ,75% etc). But there are notifications which are sent for 110%,200% etc which is not what client want to receive. as per my understanding there is something that's updating the "task_sla" table, which is why the workflow is triggering again .

I found one Business rule "start workflow" which has current.update(); in it. I think its causing the notifications to be sent on percentage more than 100 % .but that BR is OOB . How to handle this situation??

Thanks in advance

[sharayukasar]

Hi,

this is BR on task_sla table:

assignWorkflow();

function assignWorkflow() {

    if (!current.sla.workflow.nil())

          startWorkflow(current.sla.workflow.toString());

}

function startWorkflow(id) {

    // is this a retroactive start?

    var msecs = new GlideDateTime().getNumericValue() - current.start_time.getGlideObject().getNumericValue();

    // treat this as a retroactive workflow start if the SLA started more than 5 seconds ago

    var w = new Workflow();

    if (msecs <= 5000)

          w.startFlow(id, current, current.operation());

    else

          w.startFlowRetroactive(id, msecs, current, current.operation());

    // update the record in case the workflow changed some values

    current.update();

}

here you can see current.update() is there . i think this is what causing the workflow to get triggered for multiple times

[anvesh_v · Accepted solution]

Hi sravya ,

  There is a out of box notification "SLA breached" which will fire when SLA   is more than 100% please   inactive the notification the notification   is on Task SLA table

Thanks & Regards

Anvesh

[sharayukasar]

Hi Anvesh,

I don't think this notification is causing the notifications being sent after 100 % because I checked and i found that the notification subject is not same as this notification (SLA breached).

[anurag92]

Are you getting 25,50,75% mails too or are they being skipped?

Can you give us a screenshot of your workflow with the SLA Percentage timer activity?

[sharayukasar]

yes im getting 25,50,75 percent as well

PFB the screenshot of workflow: