Newly created SLA Definitions are not triggering (when moving them from one instance to an other) - Known Error

Newly created SLA Definitions are not triggering (when moving them from one instance to an other) Description An SLA Definition created in environment 'A', after moving it to environment 'B', the SLA Definition does not trigger (whether the movement was by update set or direct XML import does not matter).

The root of this issue is the direct result of the SLA Commitments plugin being installed on environment 'A' but not on environment 'B' (ID = com.snc.service_portfolio.sla_commitment).

When moving, for example, a contract_sla (SLA Definition) record from environment 'A' to 'B', the commitments field does not exist in environment 'B', so it's actually left as null in the database. The null value translates to false when viewing the data, but it fails when querying the database.

To fix this issue, the discrepancy needs to be addressed. If the plugin shouldn't be active on environment 'A', it should be cloned from Production to fix this issue. If it should be active, then environment 'B' needs the plugin activated to "sync" the instances (i.e. both instances should have the plugin set to "true") and thus allow a seamless transferring of SLA Definitions via Update Set or direct XML import from A > B, and B > A.

Steps to Reproduce

Make sure you have SLA definitions before upgrading to New York After the upgrade a new field - Service Commitment is available on the SLA definition For all the SLA definitions that are created before to New York, the "Service Commitment" value is saved as NULL in the database Even though the start conditions match on the SLA definition on a TASK, the task_sla does not attach Workaround This issue has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.