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Symptoms


The parent ticket is closed, but the affected SLAs are still in a stage of "In Progress."

Release


Jakarta Patch 6

Cause


Both the Start and Stop conditions of the affected SLA definition are true at the same time - thus there is no movement with the OLA/SLA.

Resolution


In this case, the customer was using the 2010 SLA Engine, so it was recommended that they switch to 2011.

Also, it was recommended that the customer split up their actions so that the Start and Stop conditions of the affected SLA definition were not true at the same time, allowing the system to process the Stop conditions on the SLA definition properly and Complete the SLA.

Article Information

Last Updated:2018-08-15 11:13:53
Published:2018-08-15