PA - SLA jobs and dashboards do not work when the SLA is not in the global domain - Known Error

PA - SLA jobs and dashboards do not work when the SLA is not in the global domain Description In a domain separated (MSP) environment, if contract_sla is domain separated, the daily data collection does not collect any records.

The SQL on the PA job shows something like:

SELECT inc.`sys_id` AS inc_sys_id, taskslatable.`percentage` AS taskslatable_percentage, inc.`priority` AS inc_priority, taskslatable.`business_duration` AS taskslatable_business_duration, taskslatable.`sys_domain` AS taskslatable_sys_domain, taskslatable.`sla` AS taskslatable_sla, taskslatable.`has_breached` AS taskslatable_has_breached, inc.`assignment_group` AS inc_assignment_group, inc.`number` AS inc_number, inc.`category` AS inc_category FROM ((task_sla taskslatable INNER JOIN task inc ON taskslatable.`task` = inc.`sys_id` AND inc.`sys_class_name` = 'incident') INNER JOIN contract_sla contract_sla1 ON taskslatable.`sla` = contract_sla1.`sys_id`) WHERE taskslatable.`sys_domain` IN ( ) AND (inc.`resolved_at` >= '2020-01-15 00:00:00' AND inc.`resolved_at`

Steps to Reproduce

In a MSP domain separated instance: 1. Add some records on contract_sla table to non-global domain. 2. Open the PA job for [PA Incident SLA] Daily Data collection. 3. Add domain configuration to the job to collect for the other domains data. 4. Run the job and wait for completion. Notice no scores are collected for non-global contract_sla records.

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.

As a workaround, change the 'run as user' option to a user that has access to the domain of the records that requires collecting.