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

1. Create any incident in instance with priority P1.
2. Observe that the SLA time is not refreshed.
3. 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