SLA_due value="UNKNOWN"

[Marilizard]

Hello,

Could you please tell me how can I change this sla value set to "unknown"?
When you create an incident, BEFORE saving it, in the SLA due field I get this value "UNKNOWN"............How can i find where is the code that puts it there? How can I change it?

Thank you!

[#2]

I can't see anything in the default code that could set the value to "UNKNOWN", so I would review your own scripts and business rules for any reference to "sla_due".

NB. This is a field for the old, old SLA "Escalations" based mechanism (http://wiki.service-now.com/index.php?title=Legacy:Service_Level_Agreements). Ideally you should be using the newer Service Level Management plugin based SLAs (http://wiki.service-now.com/index.php?title=Legacy:Service_Level_Agreements)

If you know you're not using the old SLA Escalations mechanism, then make sure the 'com.snc.sla.run_old_sla_engine' property is set to false.

[Marilizard]

Thank you for your answer.
It seems that it's happening because it's a "due_date" type. I created a new field, of the same type "due_date", and i get the same thing! It has as a default value this "UNKNOWN".
And of course there are no scripts at all running behind, cause i just created the field........
So, i have no idea why there is this behavior.....
.....

[#4]

Ah yes. It seems that, when you ask for the Display Value of a due_date field it will show as "UNKNOWN" if it is empty.

(I was looking at the raw value, so it looked empty for every one I looked at; and nothing ever sets it to UNKNOWN because that isn't its actual value.)

[peterwigham]

I am having the exact same issue here. The issue, as mentioned previously, is caused by the field SLA Due being part of the older SLA engine. With the new SLA Management plugin there is a value on the task_sla table called 'Planned End Time'. This is essentially doing what the old SLA Due field used to do.

I view these values on the record as a Related List. If you right click on the form header and then select Personalise > Related List. In there select the option Task SLA -> Task. Once you've saved that you will see the SLAs running against any chosen record. In the related list you can then personalise the list so you can see the Planned End Time field.

I'm currently looking at a Business Rule or Client Script that will take this field value of Planned End Time and update the SLA Due accordingly.

Not sure if any one has done that but if they have it would be great to hear what they did.