Symptoms

Receiving unexpected SLA breach emails

Release

Jakarta Patch 8a

Cause

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

Resolution

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.