Randomly duplicated item SLAs

[Blair5]

We SLAs set on our items, as well as our sc_tasks. When someone went to run a report for item SLAs, they noticed that there were quite a few duplicates. At first, I thought it could be because there was a 'current.update' in one of the business rules that was causing this. So, I removed that portion of the script in DEV and all seemed fine. However, when I moved this change to our SIT environment, it didn't fix the issue.

I went back to DEV and saw that the duplicate item SLAs never really occured there. Now that I moved the fix to SIT, I see that it happens a lot. However, it happens at random. I can submit the same item 10 times, and only 4 out of those 10 items have duplicated SLAs.

I'm hoping someone can help me. I've looked in the obvious places (at least, I think I have). Any help or direction is greatly appreciated.

Thank you.

[Blair5]

Commenting on this so it moves back to the top...

[#3]

Two or more SLAs starting at the same time, etc?

In which case, yes, my first guess would also have been a second update of your task record happening somewhere during the business rules. Of course, it might not be directly within the business rules scripts, it could be something they're calling.

It could also be something you've added to the SLA notification workflow?

I suggest opening an incident with Support, though this sort of thing can sometimes be challenging to track down...

[Blair5]

James,

Thanks for the info. I actually did open an incident with service now. They are actively investigating.

[Kostya]

Hi! Did you get solve this issue?

Kind regards