I have a situation in my application where i have an SLA configured at an Assignment.
When my Work object moves to the assignment, the Initial Urgency of the SLA is being added correctly, however the Goal and Deadline info is not being picked up from the SLA rule. The urgency is neither increasing at Goal nor at Deadline.
I tried restarting the SLA agent but in vain.
How do i debug this issue or where would the issue lie. Any pointers would help a lot. Thanks in advance.
Are any other SL rules running properly? If they are all not running properly then the problem is likely at the agent scheduler. If there are SL rules running properly, then you may want to create a temporary SL to test if it works, then replace the current non-functional one with the one that is working.
Are your SLA rules based on other properties. I mean is your SLA rule property based? Did you check the idea of delaying the execution and trying? You can check the clipboard before execution if those properties you are using in the SLA rule have value.
Are there any security of rules preventing the exeuction. If other SLA rules are running, try changing your SLA rule to the same class and AG of those running to check if its bcoz of security.
I am just giving pointers. Not sure of the problem what it is with a little details here in this thread.
When it comes to SLA debugging, the first thing I always ask people is whether the goal and deadline events made audit trail instances or not. If not, then the goal and deadline events never occurred, and it is time to figure out why. If they did, then likely the SLA being run for the event is not the same as the one you are expecting. To confirm that, you can add an SLA goal action (in addition to the missed urgency increase), and see if that action occurs or not.
I go with Marik reply. Kindly check if the audit enteries were picked up for execution by the SLA agent and printed in the log or not. that is have the goal activity just to add log-message in its first step.
1. If the log entry is printed. Then there is no issue with SLA but with the rules designed in the system.
2. If the log entry is not picked up. You can check the log if there is any error like
a. Unable to execute this activity due to ..... Check if its the goal activity and whats the error message
b. Unable to find the value of the property.... Then it may be due to the property based SLA rule doesnt have the value at runtime.
c. If the SLA rule simply dies without any error in log, that may because the SLA queue having lot of entries and it may take days to reach this queued entry. So check if the SLA queue is overfull