SLA re calculation based on new closing date

[Tzach Benbenist]

Hi everyone,

We noticed that one of our workflows doesn't closed the RITM after the last catalog task was closed, and the SLA doesn't changed to close and keeps running.

There is a way to repair the RITM SLA based on the last task closer date?

[Mark Manders]

No, unless the SLA condition is set on the closure of the last task, which I doubt. 

You need to run a fix script on the RITM table to update the date/time field you use for stopping the SLA to the correct date/time the RITM should have had (so the closure of the latest task). Since you know the workflow where the issue was in, you can use the trigger of that workflow to define which RITM's it is for. For these RITM's, query to the sc_task and find the the last closed date/time and update the field on the RITM table.

Once this script has done its job, you can just run the 'Repair SLA' job for the RITM's you just updated (same query as before).