SLA Breach Not Recalculating When Task Due Date Is Updated

[Javeria]

Hi Devs,

An SLA breach is calculated correctly when the task reaches its original due date. However, if the user updates the due date after that, the task_sla breach end date / breach percentage does not recalculate or update.

Any guide on how to do it?

Regards, 

Javeria.

[Dr Atul G- LNG]

Hi @Javeria 

You need to repair the SLA manually in that case.

https://www.servicenow.com/docs/r/it-service-management/service-level-management/c_RepairSLAs.html

[Javeria · Accepted solution]

Thanks, but this didn’t work for our requirement. We needed the process to be fully automatic so that whenever the Due Date is updated, the existing Task SLA is either recalculated or a new one is created.

Fortunately, we found a solution on the support forum. Based on that, we added a condition in the SLA definition to reset when the Due Date changes and to cancel the existing Task SLA.

With this approach, whenever a user updates the Due Date, the change is tracked and a new SLA is automatically attached to the sc_task.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780829

Regards,

Javeria.

[Dr Atul G- LNG]

That can also be a good way. If all work please close the thread.