Error Calculating the SLA on Cases Which Were on Hold, Closed, and are Re-opened (Doc ID 2077493.1)

Last updated on JUNE 08, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.1 and later
Information in this document applies to any platform.

Symptoms

Error calculating the SLA on cases which were on Hold, Closed, and are Re-opened.  


STEPS
-----------------------
1. Open or Create a New Case.
2. Put the Case On Hold.
3. Close the Case as Closed Resolved.
4. Reopen same Case after some time.

Observation as below : (This is an example)

Open Case , Entitled Restore      - 2.53AM PDT ; 11.23AM IST
Hold Case , Entitled Restore       - ----             ; 12.05PM IST
Close Case , Entitled Restore     - 3.04AM PDT ; 12.17PM IST
Reopen Case , Entitled Restore  - 3.04AM PDT ; 12.30PM IST


At 12.05pm IST case status changed to Hold.
From 12.05pm IST to 12.17pm IST case status is on Hold which is around 12min.
This 12min is added to the Entitled Restore time when case went to Hold ie 2.53AM PDT and when Case status is changed to Closed.
So, Entitled Restore now shows Approx 3.04AM PDT.

Case is again reopened after 13min ie (12.30PM IST – 12.17PM IST = 13minutes)

Issue is still Entitled Restore shows the Old time ie 3.04AM PDT. It should have added the time period between the Close and Reopen of the Case ie 13minutes and should have shown as 3.17AM PDT.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users will not see correct Entitled Restore time when cases are reopened.

Cause

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