SLA workflow notifications are not working as designed - Support and Troubleshooting

SLA workflow notifications are not working as designed Issue  The SLA workflow notifications are not working as designed for P1 Incidents.

The SLA workflow is getting stuck at the 'SLA Percentage Timer' activity even if 50% of the duration time has already been achieved.

Steps to Reproduce:

Create a P1 incident and move it to 'Work in progress' state so that resolution SLA gets attached. After 50% of the actual/business time is passed, you will receive an SLA email notification. Check the SLA workflow from the incident page. The workflow timer status shows "In-Progress" even though the 50% time is passed. Release Any release.

Cause There might be an Inactivity Monitor for P1 incidents. When a P1 incident is created and it satisfies the condition defined on the Inactivity Monitor, an entry in the sys_trigger is created and it waits for 2 hours (wait time defined in the Inactivity Monitor).

The platform waits for the available worker thread to pick up and process the sys_trigger records according to the Next action.

As there might have a large number of records for "activity.monitor", the workflow timer entries are given very low priority and are not processed as expected.

Resolution If possible, temporarily stop or slow down the creation of new P1 incidents (where the Inactivity Monitor condition has been defined).

Related Links Activity Monitors work the same way as workflow Timer entries.

Mode details can be found on our product documentation: Set an inactivity monitor