incident SLA elapsed percentage is not working as expected

Codi
Tera Contributor

‎09-20-2023 09:03 AM

Hi guys I'am new in ServiceNow, we encountered an issue about SLA elapsed percentage is not working as expected.

What gonna happen is the incident ticket is automatically closed even if the SLA elapsed percentage is only 75.14%

markoy_0-1695225624852.png

the highlighted is the sla triggered for closure

and here is the schedule and duration

markoy_1-1695225774086.png

Regards

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AndersBGS
Tera Patron
Tera Patron

‎09-20-2023 10:29 PM

Hi @Codi ,

 

This is it should be. The SLA percentage is 75.14% of the 3 days and 18 hours in the duration, according to the schedule, as the incident is resolved/closed within the given SLA period. 

 

If the SLA has exceeded 100% that would refer to that the incident has taken longer time than the SLA defined, hence the SLA would be breached.

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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