I have a schedule configured for my SLA definitions that is 7:30am - 5:00pm weekdays excluding holidays (child schedule configured for that). This is working correctly, the business elapsed times/time left are calculating and counting down properly, and my SLA warnings and breach events are all working properly.
However, my problem is that the "Breach time" field on the Task SLA form is not displaying the correct day/time, and the "Actual time left" field is also showing incorrectly as a result. Does anyone know why this would be happening? Here is an example Task SLA record for an active RITM Fulfillment of 5 Business Days:
Here is the schedule definition:
And the schedule from it:
Hi Jeff,
one thing I would recommend is to exclude "Days" as a unit for specifying Duration, and instead just show hours/minutes/seconds. The concept of what "Days" actually means in this context (mapped against Schedules) is confusing to many who configure SLA Definitions, and often leads to the kind of situations like the one you describe above.
- Open any SLA Definition
- Right click the "Duration" label and choose "Configure Dictionary"
- In the "Related Links" section towards the bottom of the page, click "Advanced view"
- In the "Attributes" field, enter max_unit=hours and then click Update
Now, you won't see "Days" as a unit anymore, just hours/minutes/seconds which will help to avoid a lot of confusion.
cheers /Tommy
