It was set up as an after read calculation, I picked up from the community that this might be causing me an issue, however I then changed to a before save calculation and am still getting problems, it is now not populating data if I have a dependency set, or if I don't set up a dependency the attribute doesn't update.
I have tried setting the attribute up on the Escalation Point object & Incident object and neither seem to work as required.
The calculation is below. I will explain what I am trying to achieve after and maybe you can see where I am going wrong?
import System
static def GetAttributeValue(EscalationPoint):
Value1 = 'PASS'
Value2 = 'FAIL'
Value3 = 'OPEN'
Value4 = 'NON KPI METRIC'
if EscalationPoint.Title == 'Email & Self Service' and EscalationPoint.Status == 'Completed': return Value1
if EscalationPoint.Title == 'Email & Self Service' and EscalationPoint.Status == 'Cancelled': return Value1
if EscalationPoint.Title == 'Email & Self Service' and EscalationPoint.Status== 'Expired': return Value2
if EscalationPoint.Title == 'Email & Self Service' and EscalationPoint.Status == 'Open': return Value3
if EscalationPoint.Title != 'Email & Self Service': return Value4
Basically, the calculation is to analyse whether incidents that are logged by auto email or self service are responded to within a 30 minute SLA. The reason I can't just look at the Status is that when an incident is logged by mail or self service the response level is set at the 30 minute response by the template, which is over written by the SLA Matrix once it has been responded to (the category, urgency & impact set the SLA). The only exception to this is Quarantined Mail Release requests, which stay on the 30 minute response level.
The calculation logic above is correcr, I just can't see why it isn't populating as expected...