In Service Operations Workspace Incident form, if an SLA Timer is in a different domain from the task, and the user has cross domain visibility the SLA Timer shows wrong values - Known Error

In Service Operations Workspace Incident form, if an SLA Timer is in a different domain from the task, and the user has cross domain visibility the SLA Timer shows wrong values Description In Service Operations Workspace Incident form, if an SLA Timer is in a different domain from the task, and the user has cross domain visibility along them to see both leaf domains the SLA Timer shows wrong values when viewed in a domain that is different to the domain of the task record.

Steps to Reproduce

1. Create an agent that has visibility to both TOP/ACME and TOP/Cisco domains. 2. Create an incident where the caller and company are in the ACME domain. 3. Impersonate the agent created in step 1 and got to the incident created in step 2 in SOW https:// /now/sow/record/incident/ 4. Notice that the SLA Timers display correctly 5. In the domain dropdown change to the TOP/Cisco domain (remember if you did not give visibility to this domain to the user you will see no record at all, check step 1) 6. Notice that the SLA Timers show: -1yr -1mo (wrong values)

Workaround Modify script include: SLAUtil by adding functions:

// No Domain Query getSLADefinitionFromTaskSLA: function(taskSLAGr) { if (!this.isTaskSLARecord(taskSLAGr)) return null;

var slaDefinitionGr = new GlideRecord('contract_sla'); slaDefinitionGr.addQuery('sys_id', taskSLAGr.getValue('sla')); slaDefinitionGr.queryNoDomain();

if (!slaDefinitionGr.next()) return null;

return slaDefinitionGr; },

isTaskSLARecord: function(taskSLAGr) { return taskSLAGr && taskSLAGr.isValid && taskSLAGr.isValid() && taskSLAGr.getRecordClassName() === "task_sla"; },

Also modify script include: SLACalculatorNG

From:

_createTaskSLA: function(sla) { var slaDefGR; if (this.slaDefGR) slaDefGR = this.slaDefGR; else slaDefGR = sla.sla.getRefRecord();

To:

_createTaskSLA: function(sla) { var slaDefGR; if (this.slaDefGR) slaDefGR = this.slaDefGR; else slaDefGR = this.slaUtil.getSLADefinitionFromTaskSLA(sla);