Actual elapsed time is not refreshing once we will refresh our Form.

[Chandrima Mukh2]

Please note that I have one SLA. 

Start Condition:

Pause Condition :

Stop Condition :

Issue : Once i will resolved the case then again open the case, a new sla will be attached and existing sla will be cancelled. But the actual elapsed time of new sla are not updating in the related list.

If i will again paused the sla and then again change the status of the sla in working progress then actual elapsed time is getting updated in related list.

I am using sla engine as 2011.

Please help me for the same.

[Tudor]

Hello Chandrima,

The SLAs are update by a Scheduled jobs.

Please refer to

https://[your instance name].service-now.com/sys_trigger_list.do?sysparm_query=next_actionONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0)%5EnameLIKEsla&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

This is the reason why the actual elapsed time is not getting updated.

Regards,

 Tudor

[Chandrima Mukh2]

 Hi Tudor,

Can you help me to understand the connection between this job and the actual elapsed time update?

If i will again paused the sla and then again change the status of the sla in working progress then actual elapsed time is getting updated in related list.

Then when i just refresh my browser the actual elapsed time is getting updated.

But if i will resolved the case then again open the case, a new sla will be attached and existing sla will be cancelled. But the actual elapsed time of new sla are not updating in the related list.

Please help me 

[Tudor · Accepted solution]

So the process is like this:

When you open a task a display business rule(Calc SLAs on Display) will be triggered to update the task_sla

If an update occurs on the task a different business rules(Run SLAs and Process SLAs) will be triggered to update the task_sla

If non of the above take place the schedules will trigger as per their conditions to update the task_slas

This is what usually happens and that is how the task_slas are updated OOTB.

Tudor

[Chandrima Mukh2]

@THosu

Thanks for your reply. I was able to locate the display business rule and SLACalculatorNG script include. I understood that calculateSLA function checks if current pause_time is empty or not.If found not empty the calculation is skipped.

if (!task_sla.pause_time.nil()) {
lu.logInfo("calculateSLA: task_sla has a pause time so no calculation performed");
return;
}

When I try to re-open from resolve the new SLA task copies over the pause time of the cancelled sla one.This falls under the condition above and the time doesnt gets updated.

As a workaround i tried using a BR and emptied the pause_time field on insert in sla_task table.But it doesn work.

Can you please suggest me any further?