- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-14-2014 01:12 PM
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
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-17-2014 12:15 PM
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-14-2014 01:23 PM
Do you have a stop condition set?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-14-2014 04:37 PM
Hi Leslie,
Yes. The stop condition is set to Incident state is Resolved or Closed
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-14-2014 07:59 PM
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..
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-17-2014 11:57 AM