Bob,
Have you tried running the sync search database on both servers (off
peak on the production obviously), then comparing workflow using the
delete field (for the delete error) and the time fields (for the time
errors)? Maybe something is slightly different and this will help you
to compare apples to apples.
I'm not positive if they fixed it in 5.5 but in all older versions of
SLA there was an issue with orphans being left if the terms and
condition changed. For example if the priority qualification you
mentioned below is in the terms and condition. If on submit on T&C
is true and then on modify it changes to another, the first SLA
measurement gets abandoned and a new one starts. Check the entries with
errors and see if they are against the same ticket as a "good" entry.
This may also give you a clue.
---------------------
Kelly Deaver
Director, ITSM Practice
Xinify
[EMAIL PROTECTED]
---------------------
Kelly Deaver
Director, ITSM Practice
Xinify
[EMAIL PROTECTED]
-------- Original Message --------
Subject: SLA 5.5 issues
From: Bob <[EMAIL PROTECTED]>
Date: Wed, April 26, 2006 11:20 pm
To: [email protected]
Running SLA 5.5 patched to 1457 both on dev and prod. Both dev and prod
are running ARS 5.01.02 patch 1428.
On dev everything runs fine.
On prod I am getting multiple SLA:Measurement entries, some marked for
delete but not deleted. Also several Business Time calculation errors due
to parameter fields being left blank (ChildDnTotalElapsedTime and
zTmpInStartTime). Deletion affects whenever an SLA:Measurement is
affected, (i.e. after coming of an exclude event like Status = Pending, or
changing SLAs within a group due to priority changes).
Anyone encounter this before. Knowledgebase suggest looking for old SLA
filters, but I have checked and rechecked and I am convinced there are
none. Perhaps there is some data in the SLA forms that I should check?
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