SLAs Not Stopping After Work request is closed

[Afrin12]

SLAs Not Stopping After Work Request Auto-Closure

Scheduled job runs every day to close the work request automatically,
Script:

function ProcWorkOrdAuto() {
var wrk = new GlideRecord('u_work_order');
wrk.addEncodedQuery('state=9^ORstate=3^NQstate=4^sys_updated_onONThis week@javascript:gs.beginningOfThisWeek()@javascript:gs.endOfThisWeek()');
wrk.query();

while (wrk.next()) {
var sla = new GlideRecord('task_sla');
sla.addEncodedQuery("task=" + wrk.sys_id + "^sla=a95fe6e9dbfd10905dc552625b96190e^active=true");
sla.query();

while (sla.next()) {
var seconds = sla.u_idb_business_duration.getGlideObject().getNumericValue() / 1000;
if (seconds >= 259200) { // 3 days
wrk.state = "4";
wrk.work_notes = "Work Request automatically closed by system.";
wrk.active = false;
wrk.closed_at = gs.nowDateTime();
wrk.update();
}

if (wrk.state == '4') {
SLACalculatorNG.calculateSLA(wrk, false);
}
}
}
}

But Sla is in progress

Any suggestions on what might be missing? Thanks in Advance.

 

[Medi C]

@Afrin12 
You do not need to query the task sla table.

SLA would stop when the stopping conditions are met.

please adjust your script so that your schedule job is only updating the “work request” to complete or closed states.

please check the conditions on Stop debugging.

there is State “is not” Complete. Shouldn’t it be State is Complete instead ?

[Afrin12]

SLA should start when Work request is completed and it will stop when the work request is closed. But the SLA is still running when work request is closed too.

[Dr Atul G- LNG]

Hi @Afrin12 

What is the stop condition? Any screenshot please?

[Afrin12]

Hi