Skip Navigation LinksALVAO 11.1Known issues Skip Navigation Links.


SD - Administration - SLA - Changing SLA will not recompute request deadline

This article is about product releases

-

Symptoms

When the SLA is changed, the request deadlines are to be changed (if the deadline to resolve the request/first response has been changed). This deadline on requests is not changed until some action occurs on the request, such as a status change.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 11.1.1096 - 11.1 (2023-04-13)

Workaround

Run the script from the attachment after changing the SLA. Warning. It is advisable to run the script during off-peak hours. The script will fix the deadline for all requests. Even closed ones.

Steps to reproduce this behavior

Change the deadline until the request is resolved.

Attachments

Issue number

T136432ALVAO

 

Did not find what you were looking for? Ask our technical support team.