Actual elapsed time not geting updated properly for breached task_sla records

[somjyotisinha]

Hi,

I have noticed that the actual elapsed time is not getting updated correctly for task_sla records that have been breached. For example, a particular task_sla record is displaying the actual elapsed time as 29 days when it should be 32 days. However, when the Run SLA Calculation button is clicked, the proper elapsed time is calculated and populated on the record. According the wiki, breached SLAs are supposed to be updated every day by a scheduled job. However, it seems that this is not happening. Can anybody help?

[david_legrand · Accepted solution]

Hello,

Could you check the scheduled job named "SLA update (already breached)" on your instance?

1) It is there?

2) when will it run for the next time? field "Next action"

3) Is it still similar to https://demo019.service-now.com/nav_to.do?uri=sys_trigger.do?sys_id=361b8f25c0a80a4a00e6300ec39f79bf (for the range by example)

4) Do you have issues with the scheduled jobs globally or just this one?

Regards

[somjyotisinha]

Thank you for your prompt reply

The SLA update (already breached) scheduled job is missing from the dev instance. I really should have checked that before posting this.

[sasi5]

Hi ,

The elapsed time is getting updated only after the SLA is breached. Till then it is showing 5 second/11 seconds or some random timings. For Example, the duration of the SLA is 30 mins. Once the SLA gets start, The stage is in " In progress"   and the Actual elapsed time is showing some random time.. after 30 minutes the Stage changed to "breached" and Actual elapsed time changed to 30 mins.

Created this 5 mins back   and it is still showing 20 seconds..

I even checked the scheduled job named "SLA update (already breached)".

Any help here ?

Thanks.

[cshriya]

I also have same issue, the SLA actual elapsed time is showing 0 seconds until SLA completed or breached. Till SLA is in progress actual elapsed time is not changing. Is this expected behavior or something we need to do, so that in particular interval the time will get updated.

Thanks

Chhavi