Could not load SLA error

[Darren Wedgwood]

Does anyone have any insight into what causes the error "Could not load SLA"?

I am getting this error showing as a yellow triangle when displaying SLA times on a "Queue"

When displaying the same issues and SLA fields on a filter or dashboard I do not see this error but just get a blank where the SLA times should appear (which looks as if there isnt an SLA but in fact there should be!!).

I am seeing this error triangle on some issues which should have an SLA running on them and also on some which should have no SLA running due to either the issue type or the Organizations value excluding them from an SLA.

[Jack Brickey]

Interesting problem given the screenshot. Have you inspected the SLA configuration? Can you share a screenshot of the SLA? Are others seeing this?

[Darren Wedgwood]

It is an odd one - never seen this before today, and all I have changed is to remove a couple of entries from the "Organizations" clause in the SLA config.

The top 2 tickets shown on the screenshot I provided are new test tickets from today and all the test tickets I've tried today seem to work okay, but there are a good proportion of pre-existing tickets that now show this error... and some that seem to still work fine. I cant find any correlation across the ones showing this error.

SLA config screen shot now added also.

[Darren Wedgwood]

If I click on the warning triangle, I get this message... but it doesnt really help me... my SLA config looks ok, works fine for new tickets I create and has barely changed since yesterday... and I have no control over any indexing!

[Jack Brickey]

OK so I think the answer lies within the changes you made. I'm not exactly sure what's going on but my first guess would be the ones that are error and out are associated with the organizations you removed. Can you verify that theory? As a test could you add the organizations back in and observe the results?

[Darren Wedgwood]

Thanks Jack.. unfortunately I've not been able to go back and revert the changes I made to the organisations - just haven't had the time. what I have found though it that newly created service desk tickets are working fine and its only those pre-dating the changes I made to organizations that suffer from this error. I have therefore decided to live with it and there will gradually be fewer and fewer tickets showing this error as they get fixed over time and fall off my dashboard.

Thanks again for the help and advice - much appreciated.