Repair SLA with new start time?

[mathiasjohansso]

Hi all!

Is it possible to Repair SLA's and set new Start Time on the task_sla's?

We have been struggling with correctly defining SLA definitions and different start times.

Now, the "Set Start To"-field on the SLA definition is set to "u_vendor_start_time" which is a custom field on the Task-table.

However, when repairing SLA's on tickets which was created before this field was set on the SLA definition, the Task SLA on that ticket will not set the Start time to the same value as u_vendor_start_time..

From what I understand, the Repair SLA function creates new Task SLA's and attaches them to the ticket, based on the history of the former Task SLA's..so how can I set this "new" Start Time and recalculate the SLA?

[Ujjawal Vishnoi]

Hi Mathias,

Please refer the link below.

Repair SLAs

Hope this helps.

Regards

Ujjawal

[Karthik Reddy T]

Hello Mathias,

Please refer the below link for repair SLA.

Repair SLAs

[mathiasjohansso]

Thanks for replying.

Unfortunately, this page only tells me what the Repair SLA function is doing (removing and creating new Task SLA, based on the old Task SLA').

I need to set the Start Time based on Vendor Start Time (defined in the SLA Definition). This is not done by using Repair SLA.

How can I achieve this?

[Karthik Reddy T]

Have you configured SLA Repair logs?

Or else please refer the below link for SLA logs.

Configure SLA repair