slas breached after updating schedule in sla definition

[Balakrishna_ABK]

we have updated schedule in sla definition by modifying holidays. after this some slas had breached. what is the root cause for this? As per my knowledge new changes will effect for newly created tickets.

[Punit S · Accepted solution]

When you modify the schedule in an SLA definition, it can affect the SLA performance for existing records that are currently being tracked by the SLA.

The SLA calculates the time remaining based on the schedule at the time the record was created or updated, and it does not recalculate the time remaining when the schedule is updated. Therefore, any changes to the schedule can affect the SLA performance for existing records.

In your case, if the updated schedule includes holidays that were previously not included, then the SLA performance for records that were created before the schedule update may have been impacted. This could result in some SLAs breaching even though they were within the SLA time when they were created.

To avoid this issue, it is recommended to recalculate the SLA for all affected records after making any changes to the schedule in the SLA definition. You can do this by running the "Rpair SLAs" scheduled job/link , which will recalculate the time remaining for all records that are currently being tracked by the SLA.

Alternatively, you can also recalculate the SLA for individual records by opening the record and clicking the "repair" link/button in the SLA section. This will update the time remaining based on the updated schedule in the SLA definition.

It's also worth noting that the behavior of SLAs when schedules are updated may depend on the specific version and configuration of ServiceNow being used. Therefore, it's always a good idea to thoroughly test any changes to SLA schedules before making them in a production environment.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[Balakrishna_ABK]

Hi Punit, thanks for your info.

[Balakrishna_ABK]

Hi Punit, I have used repair sla related link, but still sla breached is showing true.

[Punit S]

Balu, that means there's definition which may need update based on your sla conditions and hence repair didnt help.  You may want to double check sla conditions and specific ticket data that caused the breach. 

Hope this helps. 

Thanks,

Punit