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Description

When SLA Definitions are in a domain other than "global", it is possible that the calculations on the Task SLA records will be incorrect and/or the workflow will not attach or be updated

Steps to Reproduce

  1. Create an Incident for a Caller in one of the sub domains 
  2. Update the record to an In progress state and with all fields filled that are required for closure (e.g. Resolution code and Resolution notes)
  3. Run a background script to impersonate the integration user and update the Incident to closed and then check that the Task SLAs on the Incident have been updated correctly.
    • An example background script used for this is:
      gs.getSession().impersonate("xxxxxxxxxxxxxxxxxxxsys_id")
      var incGr = new GlideRecord("incident");
      incGr.get("number", "<ENTER INCIDENT NUMBER HERE>");
      incGr.state = 7;
      incGr.work_notes = "Test";
      incGr.update();

 

Workaround

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Related Problem: PRB1297251

Seen In

There is no data to report.

Intended Fix Version

Madrid

Safe Harbor Statement

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Associated Community Threads

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Article Information

Last Updated:2018-10-16 05:07:50
Published:2018-10-16