SLA Definition Missing "Set start to" on new Definitions?

jlaps · ‎09-22-2017

Hello Community,

I am implementing some new SLA definitions for a new service provider, but am having trouble as the new ones I am creating do not have the SET START TO field. The existing ones however, do. I have tried checking the RETROACTIVE START box, but the dropdown is not present on new definitions. Any ideas on why I am not seeing this field on new SLA Definitions... I sort of need it . I am sure I am missing something easy, but was unsuccessful trolling for the answer so far. Thanks!

Jeff

abhishekdash · ‎09-22-2017

Hey Jeff,

Can you scroll down on the SLA Definition page and see all the tabs. Sometime I have seen that users have the 'Retroactive Start' field in 'Start Condition' or other tabs, which messes up the view and functionality. A form should not have same field added twice in different section.

Let me know if that works.

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Thanks,

Abhishek

View solution in original post

gtalreja · ‎09-22-2017

Hello Jeff,

can you please check if following "UI policy"is Active in your instance?

Short descritopn: "Retroactive start" which is running on "contract_sla" table.

And should be configure something like that as in below screenshot:

jlaps · ‎09-22-2017

Gaurav,

It does look enabled-

There is the retroactive checkbox at the top of the SLA def, and there is one at the bottom. I can click the one at the top, if I click the one at the bottom, it moves the screen to the top, but if I check the box and SAVE or UPDATE, it does not save or update, nor does the SET START TO show. Given the UI policy seems fine, is this a business rule perhaps? There is a lot of old 'junk' I have found lying around in this instance, but some ideas on where to look are welcomed!

jlaps · ‎09-22-2017

Gaurav,

You got me thinking, given that you zeroed in on the retroactive start (I suspected, since all those that had the start field were that). I was able to, from the SLA Def table list of all the SLA's, add the retroactive start field as displayed, changed it from there, and then clicked into the SLA Def, and I can see the field and retroactive start is checked and set. Woila! Work-around.

Something out there is preventing it. Any ideas?

Jeff

gtalreja · ‎09-22-2017

That is nice you have go the workaround, but my feeling is still something related to the UI policy or client script.

Now since you can see the "set start" field, and if you click again on the field "retroactive start" does it show the toggle behaviuor or not?