Symptoms

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Receiving unexpected SLA breach emails

Release

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Jakarta Patch 8a

Cause

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What the user is seeing is expected behavior based on their configuration (please see continued explanation below...)

Resolution

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Per the above, the behavior seen is expected as the workflow associated to the task_sla record does not recognize schedules on SLA definitions. Rather, the "SLA Percentage Timer" activity counts up to 100 percent based on when the task_sla attaches to the parent record.

When an SLA is attached, the workflow associated to the definition begins running immediately.

The task_sla of concern, "Change SLA - 8 Hours" attached to the parent record on 2018-07-31 at 09:59:22.

The duration set on the relevant SLA Definition is 8 hours.

Therefore, based on this information, an e-mail notification should fire per the SLA breaching on 2018-07-31 at about 17:59:22 (roughly 8 hours later).

Indeed, the notification did fire: "CHG0642119 has exceeded closure SLA" at 2018-07-31, 17:59:31.

This is expected.

To avoid this behavior in the future, modify the workflow.

After the "Begin" activity, it is recommended to use a "Wait For" activity with a Script inside which tells the system to calculate based on the Planned End Time (the user's desired "start" time). Only when that "start" time is reached, begin the 100% countdown.

In this way, the above behavior will be avoided.