HR case - SLA field and has breached field

Edgar-d
Tera Contributor

‎11-09-2023 01:02 PM

Hello,

 

I would like to ask for your help in consolidating my understanding of the mechanism behind SLA time calculation. I looked at many topics on this forum as well as in the product documentation to get a better understanding. However, I am still missing a very crucial piece of information whether the percentage of the SLA field in the HR cases list is the sum of SLA (Target = Resolution) + SLA (Target = Response) or not.

 

In the case below, the SLA field percentage was set to 125%, but when I clicked on Repair SLAs, it dropped down to 95,46%.

 

Remark : I understand that the SLA field percentage is not calculated in real time.

 

HR case

Edgard_1-1699561852233.png


Task SLAs of the HR case 

Edgard_4-1699561967721.png

 

I also need to meet a special requirement, but I'm not sure if it's feasible or not. The business team wants the SLA breached field to be set to True only when the SLA (Target = Resolution) is breached. In other words, they want to exclude the SLA  (Target = Response) breached field value while determining the HR case breach value.


In my case, since the SLA (Target = Resolution) did not pass its due time yet, they are excepting the SLA beached field to be set to false 

 

Edgard_5-1699562522728.png

 

Thank you in advance

 

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Susan Britt
Mega Sage
Mega Sage

‎11-14-2023 10:54 AM

The percentage is for the specific SLA that it is on (e.g., Response or Resolution).    OOB, the sla_breached (has_breached) should only be set to true once it is => 100%.  You can validate is the "Set SLA breach on HR Case" business rule or several script includes have been customized.  It could also incorrectly reflect breached if the SLA definition has changed during the case's lifecycle.

 

I would not customize any scripts to prevent the response SLA from calculating.  Instead, they can filter those out in reports and/or notifications.

Edgar-d
Tera Contributor
In response to Susan Britt

‎11-15-2023 04:45 AM

Hi @Susan Britt,

I found this article. This explains the mechanism of the SLA column very well.

link : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863680

 

Is it still possible to create a custom column in the list of HR files to only have the Boolean value of the SLA resolution (has_breached) field?

 

Thank you!

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