SLA Workflow missing sla_repair_mode input variable can cause unnecessary final calculation when repairing SLAs - Known Error

SLA Workflow missing sla_repair_mode input variable can cause unnecessary final calculation when repairing SLAs Description If the SLA Repair Mode input variable is missing it only affects calculation of the Task SLA when running repair. This occurs because of a calculation that is made as part of the SLA Timer processing.

Including this input variable in the respective SLA Workflow will avoid this problem.

Steps to Reproduce

Depending on the workflow in use, "Default SLA Workflow" or "Default SLA Repair Workflow":

1- Navigate to the workflow. 2- Open the properties of the workflow (i icon top right). 3- Open the Inputs tab in the form. 4- Remove the input variable if present. 5- Find an SLA that is complete and repair it. The issue is more obvious the older the completed SLA. Note that the Actual values are significantly greater than before. 6- Add the input variable back to the Workflow. 7- Repair the SLA. Note that the original values are maintained.

Disclaimer: SLA Repair uses the audit data of the task record to recreate Task SLAs.

Workaround Add the SLA Repair Mode input variable to the SLA Workflow that is used for SLA Repair. This can be achieved by creating a "sla_repair_mode" or "u_sla_repair_mode" input variable via the properties page of the SLA Workflow in the Workflow Editor.