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Support Article

Service level dates not calculated properly

SA-21635

Summary



The service level date calculations do not take closed days specified on the business calendar into account.

Error Messages



Not Applicable

Steps to Reproduce

  1. Apply a service level agreement (SLA) that is based on business days.
  2. Run a test that involves a closed date specified on the business calendar.


Root Cause



The service level date was calculated with a different calendar than expected. The DefineSLATimes activity uses the pyCalendar specified on the work object first.  If it is not specified, it will use the pyCalendar specified for the requestor. The pxRequestor.pyCalendar property is set by checking for a value on the operator record. If there is no calendar specified on the operator record, the calendar specified on the organization record is used.

Resolution



Perform the following local-change:
Remove the calendar from the operator record.
Suggest Edit

Published April 1, 2016 - Updated October 8, 2020

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