CRM: Case SLA Calculation Failed (Doc ID 2158049.1)

Last updated on JULY 11, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms


The root cause of the issue is that SLA_CONSUMED field has a length of 3 digits, and the closure is assigning a value of 4 digits to that field. The SLA Consumed is a percentage and should always be <= 100.

Error message that is received:
Assignment of "1019" to RC_ASSIGN_HIST.SLA_CONSUMED failed. (2,119) RC_CASE.CASE_ID.SavePreChange PCPC:8464 Statement:139

The issue can be reproduced at will with the following steps:

  1. create a case
  2. assign the case
  3. solve the case




Cause

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