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Symptoms


SLAs are not triggered even though the variable conditions are satisfied

Release


J, K, L

Cause


This issue is a known error in the platform and it is logged in the PRB726752. 

Resolution


This issue is a known error in the platform and it is logged in the PRB726752. 

As a workaround, copy the value of a variable directly to the sc_task in a custom field. And then use that field in the Start Condition of the SLA definition.

The variable value can be copied to the custom field in sc_task using a script (business rule) or using a workflow activity.

 

Article Information

Last Updated:2019-05-21 11:53:12
Published:2019-01-16