SLA Repair functionality is not working

stormy 12
Tera Contributor

‎06-04-2024 06:04 AM

Hello Everyone,

 

Requirement is to Repair SLA's for past 6 months incident tickets. I have change the Business Duration.

As per my understanding after reading docs , repair SLA will recalculate based on new duration.

When I performed repair SLA , start and breached time is calculating correctly but the Business Elapsed time is not updating as per new values. It is keeping the old value.

 

For eg:

Before SLA Repair-

Start: 01/24/2024

Breached: 02/07/2024

Business Elapsed: 34 Days 18 Hours 26 Minutes

After SLA repair- 

Start: 01/24/2024

Breached: 01/30/2024

Business Elapsed: 34 Days 18 Hours 26 Minutes(not updated)

 

Any advice on this why this is happening?

@Ankur Bawiskar  

Thank You

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎06-04-2024 06:48 AM

Hi @stormy 12 

 

Might be helpful

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0713753

 

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