Is there a way to reset the SLA Breach time and recalculate based on new time. Setting the breach time(orig) and refresh does not reset business % or elapsed times

[eroth]

Is there a way to reset the SLA Breach time and recalculate based on new time.   Setting the breach time(orig) and refresh does not reset   business % or elapsed times

[ghsrikanth]

It looks like it overridden the breach time, but this is what suggested by the SLA platform themselves when our instance faced the same kind of issue and they are pretty confident that repair sla will correct everything for us.

It corrected good, it considers the history of the incident also - whether the incident state changed from p3 to p2 or downgraded from p2 to p4 etc.

[eroth]

Thanks for the update.

Our original need is from a catalog Item that needs the Due Date possibly extended out past the original due date and have it also change the associated SLA Task record. I have a BR that updates the SLA task record and sets the Breach Time and Original Breach Time to the new Due date.

But when I run the Repair it sets everything back to the actual times/dates based on the Start time and the SLA Definition.

Is this even possible to basically set the new Breach Times and avoid the SLA Definition to recalc based just purely on the Start and New Breach Time.

[pdom]

Hi Eric,

Are you able to fix this issue. I have exactly the same requirement. business want to update the breach time to future date in some conditions . I have observed that if the SLA breach time is set to furture date after the SLA is already breached, it is not updating the state.

Our expectation is when the breach time ( planned end time) value is updated, the SLA to be recalculated as per the new date.

Please advise if you have achieved this. if yes, how?

Thanks

[prashantdharne]

Hey,

Did you ever get an answer for this?