SLA planned end date and actual time left incorrectly populated

jagannaths · ‎11-14-2014

Hello,

I am having an issue with on the task_sla table. So, I have set the following conditions on SLA definition

The planned end date is calculating to 20 days after the start date. That means the actual time left also shows 20 days when the incident gets opened. I am not sure how is the calculation happening. I looked into the Business Rule to set planned end time and everything looks fine.

Any help is appreciated.

Thanks,

Swathi

lgustafson · ‎11-17-2014

I would try setting the duration to 16 hours - 2 days of work hours. If I recall, I had an issue like this before. I think the "2 days" is being translated into 48 hours, which are being counted down only during the schedule you have set.

View solution in original post

lgustafson · ‎11-14-2014

Do you have a stop condition set?

jagannaths · ‎11-14-2014

Hi Leslie,

Yes. The stop condition is set to Incident state is Resolved or Closed

sumukh · ‎11-14-2014

Hi Swathi,

From what you've mentioned, I can only see a issue in the schedule. Please check how your schedule has been configured. It might be the case that 2 days (48 hours) have been spread out in over 20 days i.e ~2.5 hrs/day.

Cheers..

jagannaths · ‎11-17-2014

Hi Sumukh,

Please see below. I do not see anything weird in the schedule. I am not sure where else to look at.

Thanks,

Swathi