Task SLA list not showing up-to-date information.

[peterwigham]

Hi guys,

We have list called 'Incidents by SLA', this is referencing the Task SLA table and displaying information to the user such as Actual Time Remaining as well as a RAG Status field we have implemented. The issue however is that this list does not display up-to-date information. It only displays information from the last time the record was updated or queried. The only way to update the record is to view the Incident it's linked to (thus causing the Task SLA record to update) or by going in to the Task SLA record and running the calculation manually. Does anyone have any idea how we can get the Task SLA table to update when we view it within the list?

Any help would be greatly appreciated.

PW

[david_legrand]

Hi Peter,

It's possible but I'll let you to decide if you really want to do it because this list is probably often displayed, so the solution to fulfill your need will probably decrease the performance of your instance and could be a big pain for your end users and yourself.

The reason why the SLA are calculated this way is to save good performance. (i don't know if you know how the SLA are updated automatically, if you don't i maybe should explain it).

Assuming the decision is already taken and to mitigate this performance issue, I would enjoin you to not update anything automatically but to have a button on your list making this update possible. If a lot of users update continuously the SLA using this button, the performance will be probably reduced.

So maybe it could worth to know what are the real need beneath this requirement because people shouldn't really be worried if a task who will reach the SLA in 10 days is only updated once a day. I usually reinsure the users by explaining how does the SLA work and we agree before the go live that "if they have issues with the refresh frequency, we could do something" and usually, it's fine and nothing is modified.

Regards,

[peterwigham · Accepted solution]

We decided to look at slightly altering the Scheduled Jobs controlling the Task SLA record automatic updates (SLA update (breach within 10 min), SLA update (breach within 1 hour) etc). This does not give us real-time information but it does at least save performance and updates the most important records (those breaching soonest) with greater frequency.