Duplicate Task SLA created after Incident Reopen when Retroactive Start is enabled (PROD only)

[artigpandey]

Hi Team,

I am investigating a duplicate Task SLA issue in our PROD environment and would appreciate any guidance.

SLA Configuration

SLA Definition: TCS MIS Medium Resolution (2 Days)

Start Conditions

• Priority = Medium
• Assignment Group.Group Type = TCS MHS
• Active = true

Retroactive Start

• Enabled
• Set Start To = Assign Time to TCS

Stop Condition

• State = Closed

Reset Condition

• None configured

---

Investigation Performed

Business Rule populating Assign Time to TCS

A custom Business Rule populates the field "Assign Time to TCS" only when:

• Assignment Group Type = TCS MHS
• Assign Time to TCS is empty
  
  Script
  if(current.assignment_group.u_rs_group_type=='2')
      current.u_damenassign_tcs = gs.nowDateTime();
  This field is populated only once and is not cleared later.

  Observed Behavior

  First Task SLA

  • Created By: asin06
  • Created On: 2026-06-30 16:28:33
  • Start Time: 2026-06-30 16:28:31
  • Completed: 2026-06-30 16:30:28

  Incident Update

  Audit history shows:

  • Time: 2026-06-30 16:30:45
  • Incident State: Resolved → In Progress
  • Reopen Count incremented
  • Updated by integration user

  Second Task SLA

  • Created By: TCS.dellBoomi
  • Created On: 2026-06-30 16:30:46
  • Start Time: 2026-06-30 16:28:31
  • Completed: 2026-06-30 16:34:17

  Because Retroactive Start is enabled, both SLA records receive the same Start Time based on the "Assign Time to TCS" field.

  ---

  Additional Findings
  

  The first Task SLA was created at 16:28:33 and completed at 16:30:28. The incident was reopened at 16:30:45, and a second Task SLA was created at 16:30:46. This timing suggests a possible relationship between the reopen event and the creation of the second Task SLA.

   

  • Only one active SLA Definition exists.
  • Reset Condition is empty.
  • Stop Condition is State = Closed.
  • DEV and TEST environments do not reproduce the issue.
  • Issue occurs only in PROD.
  • Duplicate SLA is consistently created immediately after the reopen update.
  • We could not find any custom Business Rule directly creating Task SLA records.
    
    
    Could the Incident Reopen event be causing the SLA engine to re-evaluate the Start Conditions and create a new Task SLA despite no Reset Condition being configured?