SLA Breach email being sent even though SLA is still in Pause

[MarkGlen]

If someone can help with this i will be grateful as it's got me stumped.

We have an Incident that has a SLA running on it, The SLA shows the stage as Paused and the Elapsed Percentage as 99.98, time left is 1 minute.

However the SLA workflow fired out a Breached e-mail to the SDMs which should only fire on 100%, if I am understanding how this works correctly that shouldn't happen.

Anyone got any thoughts?

Thanks,
Mark

[DrewW]

I would review the SLA workflow to be sure, but it could be rounding error.

What version of the SLA engine are you using?

[MarkGlen]

It's the most up to date version i think, 2011.

I dont think it's a rounding error, has we had another breach last night.

The incident was put into Pause almost straight away on Thursday with a 2 day SLA, the SLA just kept on ticking and sent out all the SLA warning emails for 25, 50, 75 and 85%, until it breached. The SLA is showing 99.5% SLA Precentage.

The SLA is in Pause state but workflow still firing emails, so something must still be calculating time elasped?

Maybe have to put in a support call as I don't understand this at all 😞

[#4]

The SLA notification workflow runs semi-independently of the SLA - updates to the SLA trigger notifications to the workflow, to pause and restart, etc.

I have seen problems arise where Domains are involved, and one of the users operating on the task (e.g. making the update that causes the SLA to pause) doesn't have visibility of the Workflow. Then the SLA is unable to pause the workflow.

There have been other problems, involving SLA notifications, when schedules are involved. But your description doesn't sound like the symptoms they lead to.

It would be best to place a call with Support so that they can work through your exact situation.