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Hi,

for one of our customer (15.4 SU3), in Customer Support we have sometimes an unexpected automatic ETA update. In Back-Office, when the first activity is fullfilled with an incomplete Stop Code, the ETA Date of this activity is automatically updated, see the case below. Why do the ETA date changes ?  
Open_date :  15/04/2025 12:46 
Contr_ETA :  16/04/2025 18:00 (SLA next day + 10h)
ETA_Date :   16/04/2025 18:00
Coverage plan : each day 08h00 - 18h00 (duration 10h00)

We assign an AM and fullfilled the Activity (no more actions) in real time for instance on 15/04/2025 13:42 with incomplete Stop Code. 
Then, the ETA_date becomes : 15/04/2025 22:46 (10h00 after the Open Date)….

NB. If after this we enter a severity (Contract exception on this severity), then the ETA_Date is updated with a new value, and if we erase the severity then the ETA_Date becomes correct, 16/04/2025 18:00, as it was before we fullfilled the 1st activity. 

Thanks by adavance. 

Hi Philippe,

I would check the actions on the Stop Codes definitions.  Perhaps this is set to update the SLA from the activity?

 

Hi Phil

the Stop Code is this one. 

And sometimes the ETA_Date is updated… (only sometimes, but rarely, with the same BO user using the same process and Stop Code) 

We don’t understand. We have done a Backup of Production to reproduce the problem, but we can’t reproduce it, with the same process, same user, same AM, activity, stop Code, contract,…. So we thought that perhaps a bug was already identified, under certain conditions, for customers in SU3..

 

Hi Philippe,

I searched all the release notes for v15.3 and also for v15.4.  None of the reported fixes involved stop codes modifying ETA so I can’t say there was a fix definitively.

If you are able to reproduce this, please log a support case but as this is intermittent, there is nothing I can do from here to identify why this is happening.

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