Task SLA not always going to stage "Completed" when Catalog Task state is set to Closed Completed

[Johannes Coetse]

I need some help with an intermittent problem I am experiencing.

Background:

SLA Definition on the Catalog Task table which starts when a catalog task is created based on the priority of the task. The workflow attached to it was created using basic techniques that just triggers notifications to assignee and assignee's manager.

SLA Definition

Workflow

This all works 100% for Incident management and I've never had issue on that, only task sla

Problem:

Happens 1/8 times. The Task SLAs stage is not changing to Completed. It stays In Progress although the Task state is Closed Completed. Like I said it doesnt happen for every task and task sla. Just here and there. Where should i start looking. No scripting was used just conditions like the supplied OODB Incident SLA Definitions and workflow.

The task state:

The SLA stage:

Most of the time the task state Closed Complete changes the Task SLA Stage to Completed but not always. And then my workflow continues to run causing the support staff to receive SLA notification emails causing massive confusing since the tasks are no longer assigned to them.

When changing state back to Active and then back to Closed Completed on the Catalog Task it changes the SLA Task state to completed.

I really need some advise. Thanks

[jpamias]

Hi Johannes,

Were you able to find a solution for this behavior on catalog task SLAs?

I'm having the same issue where 1 of 8 catalog tasks which get 'Closed Completed' their SLA stage remains 'In Progress'.

My SLAs are configured close as yours with simple definitions with conditions.

Any help would be appreciated.

Thank you!

[Johannes Coetse]

Hallo Jose,

Apologies for the late reply, must have missed an email with notification.

Unfortunately we still have this issue. Spoke to HI consultant but they could not fix it. Even after upgrading to Istanbul the issue remains. As a workaround I created a scheduled report which I receive daily showing all Catalog Tasks which are Closed Completed whilst the Task SLA is not completed.

The report shows the Catalog Tasks. I search for the Task. Set State to Open and then back to Closed. This then changes the Task SLA to Completed. It is manageable for us currently and get between 1 and 7 such cases per report.

Here is my report.

• Table = task_sla
• Type = List
• Query Conditions:
  • Stage is In Progress
  • Task.State is one of (Define your states here of closed catalog tasks)
  • Task.Closed between Last week and Today (You can change this to suit your need)

Hope this helps a bit. Unless you have a solution already. The issue seem to only happen on the Catalog Task table with Task Sla's.

[Johannes Coetse · Accepted solution]

The issue is finally resolved in Jakarta Patch 6.

We have not made any changes to our SLA Definitions or Workflow but after upgrading from Istanbul to Jakarta this issue is resolved. Hopefully it was due to us logging the issue with Servicenow HI although the agent could not assist in fixing it at that time, I suspect it was sent to development for investigation. Took almost 2 years to finally be corrected but thank goodness it is now.