Retroactively fix SLA's

[shonamac]

Hi Everyone,

We had an issue with our environment where SLA definitions were not correctly defined for the stop condition which resulted in many response task SLAs not being attached to the respective form on Incidents and Requests.

This has now been rectified for those cases going forward, however I'm tasked with fixing all SLAs for the past 3 months - the majority of the cases are now closed.

Is there an easy way of updating all of these task SLAs   so they will attach to the relevant case.   I've tried the Repair SLA function but this just seems to remove the task SLAs from the incident or request rather than fix them and create those that were previously missing.

(I'm guessing this may have something to do with evaluating the SLA condition as described in the docs: For example, if your Start condition is a subset of your Stop condition, the Stop condition will always match when the Start condition matches and the SLA will never attach.   As our cases are closed the start and stop condition will always match and hence the SLA will not attach)

Any help or advice appreciated

Thanks

Shona

[shonamac]

Hi Prajakta,

It's hard to say if this is the correct behaviour in your scenario.   For us it was as our definitions were incorrect in the first place so the initial sla record would be cancelled and a new (correct) one created in it's place.

Regarding knowing if an SLA record really needs repaired - again we knew our SLA definitions were incorrect so that is how we knew the record really needed repaired. We also run regular reviews where we check SLAs of certain records to verify they are correct

As another suggestion, I'd listen to your team and customers, if they are constantly querying whether the SLA's are correct then that gives you a place to start and review them (I found the following 3 part series very useful in debugging and generally how SLA's work: Understanding my SLAs Part I — Scheduled jobs and the TASK SLA )

Hope this helps

Shona