SLA tasks being created before record producer script

[M_iA]

We have a very simple record producer with the following in the RP script:

current.company = producer.account;
current.contact = producer.contact;
current.u_area='b6c35703db3eaf4065eed06b689619f8';
current.category= producer.u_category;
current.subcategory = producer.u_subcategory;
current.impact = producer.Impact2;
current.urgency = producer.Urgency2;
current.assignment_group = 'e4a77ccadb8ab7809d5f9334ca961996';//SN-Dedicated Support T2
current.contact_type = 'csm';
current.u_created_by_rp = "96c9573e1b09bb00dc5aca217e4bcbdd";

For this RP, i have a very simple SLA. The condition being:

However, it seems the SLA task is being created before the record producer script populates the "Area" field. Therefore, no SLA is created. If I then click to repair SLA, the SLA is then created.

Any ideas on why this is happening?

[Anil Lande]

Hi,

Have you tried setting priority using your Record Producer script along with Impact and Urgency?

[M_iA]

Priority is dictated by the impact and urgency so doesnt need to be set individually. I have tried removing priorty from the condition, but SLAs still isnt created.

[M_iA]

If I turn on logging, I can see 2 entries triggered at the same time:

2023-08-10 14:54:10.620 [DEBUG] _checkNewSLA: checking CS - Darwin P3 - Resolution, start condition matched=false

and

[M_iA · Accepted solution]

After turning on this logging, I found the issue.

One of my devs had created an incomplete BR that on insert, it was defaulting the area field, before the RP script then set the field. So when TASK SLA was created, it was reading the value set by the BR!

BR sorted and SLAs work as expected