Description
Symptoms
Task SLA attached to the Incident a while ago, however the actual elapsed time is not in sync with start time
Release
All Versions
Steps To Reproduce
- Create any incident in instance with priority P1.
- Observe that the SLA time is not refreshed.
- Notification which are suppose to send at 25% completion of SLA time is not sent as the SLA times are not refreshed.
Cause
Upon reviewing found the property "glide.sla.calculate_on_display" was set to false on customer instance.
Resolution
Set the value of the property "glide.sla.calculate_on_display" to true, to ensure the timings are updated.
Additional Information
Refer SLA Engine Properties