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Problem

The user performs SLA Reset on an SLA and then wants to cancel the SLA Reset to recalculate the SLA accordingly.


Solution

To undo an SLA Reset, the user must make changes in the database. However, we want to emphasize that making changes to SLA entries at database level may damage SLA calculations. So, use this guide at your own risk.

  • Navigate to AO_C5D949_TTS_ISSUE_SLA_RESET table in your database.
  • Find the entry that has the correct issue id (ISSUE_ID) and SLA id (SLA_ID).
  • Delete the entry.
  • Perform an SLA regeneration in the issue.

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