Response SLA Getting Multiple Times When state changes from IN progress to New. How to Resolve this?

[S Deva]

[Mark Manders]

Do you have a query business rule on your task_sla table? That caused me and NowSupport a lot of debugging and time (couple of months), before we found the issue to be in there.

It also looks like your response SLA is just attached a second time (so again triggered). What happened to this ticket? When was the first one completed, and the second one created? What happened at that moment with priority, active and assignment group?

If my answer helped you in any way, please then mark it as helpful.

Mark

[Akash4]

I agree with Mark on debugging this, we faced the same issue. The first question is - "Is your TaskSLA (global.TaskSLA) OOB Script Include modified"? If yes, working with the SN Hi Support Team would help.

If your answer is No, then the next step is to check the History of both original and duplicated SLA attachments. You will find some logic where they both differ apart from timings and duration. From which you can get to any Service Side Script interfering with the SLA definition conditions. Hope this helps.

Regards, Akash