Identical SLA Definitions with reset conditions, only differing in duration, can have incorrect duration set when both reset and go into pause stage - Known Error

Identical SLA Definitions with reset conditions, only differing in duration, can have incorrect duration set when both reset and go into pause stage Description Identical SLA Definitions with reset conditions, only differing in duration, can have incorrect duration set when both reset and go into pause stage.

Steps to Reproduce

1. Import example SLA definitions . 2. Create an incident with short_description field as: start 3. Validate the incident has two in progress task_sla records to match the two imported SLA Definitions. 4. Set the incident state to On Hold, On Hold Reason to Awaiting Caller, and comments to: Something in comments. Save the incident. 5. Refresh the related task_sla related list which should have completed the previous two task_sla records and created two new ones, both in pause state and with correct Business Time Left.

Actual: Business Time Left is wrong for one of the task_sla records.

Workaround Modify sys_script_include TaskSLAController sys_id: 24a759e30a0a2c3960e024ad3b60d9e8 in function: _checkNewSLA

From:

taskSLA = new TaskSLA(slaGR, this.taskGR, /* deferInsert */ true, {calledFromAsync: this.calledFromAsync});

To:

taskSLA = new TaskSLA(this.slaUtil.copyContractSLA(slaGR), this.taskGR, /* deferInsert */ true, {calledFromAsync: this.calledFromAsync});