'Original Breach Time' (correct) / 'Breach time' (incorrect) - Difference?

[henrikloman]

Hi Community,

Trying to understand the logic behind SLA breach time calculations when it comes to 'Breach time'.

When the record is 'Closed' a final calculation is done I have calculations in two attributes:

'Original Breach time' (this one is correct)

'Breach time' (this one is incorrect, it seems to recalculate itself when the record in question goes from state 'Resolved' to 'Closed' and the new calculated value is not the 'Breach time'.

Question: Does anyone understand the difference between 'Original breach time' and 'breach time', why is it a need for 2 of them, why is breach time showing incorrect value on record closure and why is there not just 'one' breach time showing correct calculation. (Breach time is confusing our users as it's final calculation is incorrect).

Grateful if someone can confirm if this is intentional (if so what does the final calculated value represent?), or if not and config related, how do i make the final breach time value to display correctly?

Thanks,

H 

[Jaspal Singh · Accepted solution]

Hi Henrik,

The Original Breach Time is end time of SLA calculated when it is attached on a task. During the course of SLA, the task might be moved to pending, which can pause the SLA. When the SLA is paused, the time saved is not included in the original breach time as it was calculated initially.

The Planned End Time/Breach Time on the other hand adds the pause duration to the original breach time, returning the actual end time adjusted for one of the following:

- business pause duration for task SLAs with a specified schedule

- pause duration for task SLAs with no schedule.

Also, you may find link helpful.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[henrikloman]

Thank You:)

[hemantnh]

i have checked in my Personal instance, i am moving the ticket to sla hold state and moving out from sla after 5 min, still i am getting the same timing in the both fields,

is there any things i have to check in the sla side or any thing else . please suggest