SLA removed from Ticket

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Customer is seeing SLA Level of cases being changed from "SLA_Level50%" to "

In the ticket under: Logs > Activities > Recent Activity List

There is a log stating:

 

We checked the following:

- 3rd party web services
 
- Notification Rule
 
- Activity Associations:
 
- Custom Code

Environment

Release : 17.2

Component : SDM - Classic UI

Cause

The nx.env file had the following option twice in their Background nx.env file:

@NX_CLASSIC_SLA_PROCESSING

Resolution

Customer reinstalled the Classic SLA Processing option in Options Manager under Request-Change-Issue