SLA Repair - when doing a repair, 'SLA Percentage Timer' activities are getting an activity.result == 'normal' instead of 'repair' - Support and Troubleshooting

SLA Repair - when doing a repair, 'SLA Percentage Timer' activities are getting an activity.result == 'normal' instead of 'repair' Description  Symptoms Doing a repair on a task_sla, SLA Percentage Timer' activities are getting an activity.result == 'normal' instead of 'repair'

Steps to Reproduce Steps to Reproduce:

1) Go to any task_sla which is completed and then hit repair

2) Take the sys_id if the new task_sla attached.

3) Check in workflow context for this task_sla using the sys_id from step 2

4) check the 'Workflow Activity History" in the related lists.

5) Notice that the "result" for -100 Percent of SLA Duration, 75 Percent of SLA Duration, 50 Percent of SLA Duration shows as "normal" instead of "repair" which will enable the notifications.

Environment All

Cause The "sla_repair_mode" input variable for the workflow used in the SLA definition" is NOT defined. Check the below link

.servicenow.com/var_dictionary_list.do?sysparm_nostack=true&sysparm_query=elementSTARTSWITHsla_repair_mode&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true&sysparm_list_mode=grid&sysparm_offset=

The script include passes the sla_repair_mode as "true" when the repair is performed, since the input variable for sla_repair_mode" is not set on the workflow, it is not getting mapped. Hence, it is coming as undefined. This will make the workflow to use the "normal" flow instead of "Repair" flow.

Resolution Follow the below documentation to set the input variables on the workflow and set the "sla_repair_mode"

https://docs.servicenow.com/csh?topicname=c_UsingVariablesInAWorkflow.html&version=latest