SLA notifications triggerred incorreclyDescriptionSLA notification of 90 % is triggered when the business elapsed percentage is 49% for a new TAKS_SLA record.Release or EnvironmentLondon Patch 10CauseThe issue here is that the Schedule associated with the Task SLA has changed after it was created which has impacted the calculations for things like pause duration and the breach time.There is a new set of entries on the schedule each year as they have different working hours for different periods across the year.The set of entries for 2020 were not created until 3rd January but this Task SLA was created on 2nd January.ResolutionThe recommendation is to use the "Repair" button to recalculate the correct durations for this Task SLA along with any others that were created with this schedule in 2020 before the schedule entries had been created or that spanned across from 2019 to 2020.The SLA repair process will also re-run the workflow for each Task SLA and based on the customer's "Default SLA workflow" this will generate events (and emails) to users for timers that have occurred in the past.If the customer wants to avoid this they will first have to modify their SLA workflows to include a "repair" path out of each SLA Percentage Timer activity - for an example of a workflow that does this they can look at "Default SLA Repair workflow" where you'll see that each percentage timer activity that has a "normal" exit condition which generates the event and a "repair" exit condition which just goes straight to the next timer. When an SLA is being repaired any percentage timer activities that are in the past go down the "repair" path in the workflow and so will not generate unwanted events and messages.It is recommend that the schedule entries are created a year (or at least a few months) in advance on schedule if possible as these entries need to be in place for any Task SLA that might span from one year to another e.g. gets created in late 2020 but has a breach time that is in 2021. Without the correct schedule entries in place then again the calculations for these SLAs will be wrong.