Incorrect SLA Calculation on 32 child incidents when a parent incident is closed - Support and Troubleshooting

Incorrect SLA Calculation on 32 child incidents when a parent incident is closed Description  Symptoms Parent incident has 180 child incidents. When a parent incident is closed, the transaction to close all child incidents is not completed. So the child incidents SLA was breached.

Release Kingston Patch 12

Cause When a parent incident has a group of child incidents and if the end user closes the parent incident, there will be a long-running transaction to make the child incidents to close and calculate respective SLAs attached to parent and child incidents. Since the transaction was cancelled by the end user, SLA calculation was not correct and few child incidents SLAs breached.

Resolution After using Repair SLA option, affected child incidents have the correct SLA calculation and were not breached.