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SLA Rule running on closed Incidents

Created: 25 Sep 2013 • Updated: 21 Oct 2013 | 6 comments
This issue has been solved. See solution.

I have a rule running for "On Any SLA Missed" that appears to have run on several closed tickets yesterday. In the process history, it has an entry clearly showing that the rule ran and the email that goes out during that rule was received by the appropriate parties. I checked to see if the process was somehow still running, but it isn't showing up in the SD.IncidentManagementSimple current running process list.

Anyone else seens this? I am running 7.5 and not 7.5.1 yet.

Comments 6 CommentsJump to latest comment

BRING's picture

Were there any timeouts for these processes - or open tasks, such as surveys that were outstanding?

michael.george's picture

Looking at it, no, but it was closed with the "Resolve/Close Multiple Incidents" workflow.

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BRING's picture

Was that from the connect article or the default one?

michael.george's picture

The default one.

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HarrisT's picture

The reason your SLAs are expiring even though the incident is closed is because they are not Satisfied despite the incident being closed. Using the default Group Close form project, outstanding SLAs are not satisfied. It is recommended that you use the Bulk Closure project found below when closing multiple incidents:

https://www-secure.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75

SOLUTION
michael.george's picture

As an addendum to this, if you are like and already in this boat, you can mark the SLAs as "satisfied" by adjusting their data in the SLAProcess table.

UPDATE [SLAProcess]
SET [CompletedDate] = GETDATE(), [status] = 5
WHERE [ReportLogProcessID] IN
(SELECT [ReportLogProcessID] FROM [ReportProcess] RP
        JOIN [SLAProcess] SLAP ON RP.[ReportLogProcessID] = SLAP.[ReportLogProcessID]
        WHERE (RP.[Result] = 'Closed' OR RP.[Result] = 'resolved') AND SLAP.[CompletedDate] IS NULL)

NOTE: The query above is based on memory, so it should probably be double checked before you run it.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.