SLA breached

PRADEEPREDDY GU · ‎01-10-2025

SLA breached in Dec'24 and Jan'25 due to "assigned to" field did not get blank while reassignment done from IDM group to CE group in SNOW.

there are several tickets got resolution breach as when the tickets were reassigned from IDM to CE group, the "Assigned to" field didn't get blank in ServiceNow due ServiceNow issue.
Hence the tickets did not appear as unassigned tickets in CE group and the resolution SLAs got breached.

Can anyone help me on this,,,,,,,,,,,,,

Thanks in advance

Dr Atul G- LNG · ‎01-10-2025

Hi @PRADEEPREDDY GU

1st thing, it's not SNOW, it's SN or ServiceNow. 2nd point look like issue is due to OLa which is on place and caused thr issue. So plz check also your issue is not much clear.

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AndersBGS · ‎01-11-2025

Hi @PRADEEPREDDY GU

Have you looked at the SLA configuration to understand what you need to change? From a process perspektive, why should SLA not be breached base on assignment get cleared? Your ticket is still in progress - right? Don't understand your logic from a user and process perspective.

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
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