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sla calculation is not suspending

Ali Kemal Cem Ozdemir over 1 year ago

Hello all,

We recently upgraded our smax from 2022.05 to 2022.11.

sla doesn't suspend when status suspended. I checked the business rules and i can see the slt suspend rule when the status is suspend.

Is there any idea what is the problem? Interesting....

Tags:

2022.11

suspend

SLA

SMAX 2021.11

slt target

0 Brindusa Kevorkian over 1 year ago

Hello

Have you applied the post upgrade tasks? There are some changes in the 2022.11 related to SLM module and there are several post-upgrade changes that need to be applied.

Best regards,

Brindusa
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0 Ali Kemal Cem Ozdemir over 1 year ago in reply to Brindusa Kevorkian

Hello Brindusa,

The only post installation task related to slt is that when the agent comments in the discussion, the request'n status does not change and the sla does not stop.

No suggestions or improvements regarding classic slt rules in the business flow.

I couldnt find related information or bug fixes in the next patches and version.
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0 Brindusa Kevorkian over 1 year ago in reply to Ali Kemal Cem Ozdemir

Hello

Have you tried to run the workflow debugger to confirm the rule is indeed invoked?

Best regards,

Brindusa
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0 eduardo ward 11 months ago

Hello!

I had the same problem!
Here, the problem occours when a "After Change" rule set the status to Suspended.

This rule worked fine until this version, i think this is a bug.

My solution was to replace my rule for a "After applying changes" rule, using entity.Id as a parameter.

I don´t know if this is your case.

Att,

Eduardo Ward
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0 Basavaraj Dani 1 month ago

Hi,
Kindly check this document.

SLT on request is not suspended when the Agent adds comments to User in the Discussion section which changes the request status to Pending end user - Service Management Automation X (microfocus.com)

Regards,

Dani
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The opinions expressed above are the personal opinions of the authors, not of OpenText. By using this site, you accept the Terms of Use. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.), Hewlett Packard Enterprise Company, or Micro Focus. As of January 31, 2023, the Material is now offered by OpenText, a separately owned and operated company. Any reference to the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks is historical in nature and the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks are the property of their respective owners.