Breach Date vs Original Breach Date with Pausing

[jlaps]

I need to count BREACHES on the date they breach, not the date the incident gets closed. We do have pausing ability for SLA on incident that is controlled by the status of the incident. The problem I am running into is that the BREACH TIME moves because of the pausing times. I am trying to identify this when the BREACH DATE is on TODAY, the business elapsed percentage is greater than 100, and the stage is not cancelled or achieved (it can say PAUSED and not BREACHED here if still open and in a pause state).

What is happening though, is that the incident gets put into pause state a couple times, the original breach date no longer applies, so I don't think I can use that. However, the BREACH TIME continues to move even after the breach time is passed. So what is happening is that these incidents get counted as breached in July for example, but then get paused again until August, then get closed out. The breach date now says AUGUST, and the incident is counted in both July and August.

If I extend the job collection dates, it might fix these, but I do not want to have data +14 days old changing willy nilly like that. It should get marked breached the first time the breach date gets passed and the percentage is over 100%, and not get counted again. How can I accomplish this?

[Harini17 · Accepted solution]

Just when I was browsing through other forums, I found this article from ServiceNow - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863996

Please mark if this helped.