Regd SLA breach calculation

[tejenderk]

In this scenario a incident was raised and then assigned to a group named ABC then was assigned to a user but later the Assignment group was again changed named DEF. So now the SLA timer has calculated both timer of ABC and DEF and sent a breach notification though the SLA was not breached. How can we correct this?

[Mayur2109]

Hi @tejenderk ,

Please check below link, it might be helpful.

https://www.servicenow.com/community/itsm-forum/how-to-reset-sla-when-assignment-group-changed/m-p/7...

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

[AndersBGS]

Hi @tejenderk ,

If you look at the attached SLA is it then marked as breached or not breached? I would think that it's actually marked as breached, hence it is more relevant to look at the SLA definition and your company requirement than actually correct a single SLA which I would think just have done to what it has been configured for.

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

Best regards

Anders