Breach Time Of Incident Calculated Wrong

[shivanki1]

Hi All,

We have recently found a weird behavior, Once the Incident is breached the Incident SLA 'Breach Time' is still getting updated with the pause duration. Ideally , the Breach time should not consider the pause duration once the ticket has breached.

eg. Our schedule is 24/7 for 7 days . The duration of the SLA was 6 days.

- A ticket INCXXXXX got created at 1/01/18 and the 'breach Time' was populated as 7/01/18 initially. The ticket did not get updated till 9/01/18 and went to 'awaiting vendor release' after that for 4 months which paused the SLA . 

- When the ticket got updated to Active the 'Breach Time'  added 4 months and and showed 7/05/18 which is logically wrong.

Can anyone please help me with the working of 'Breach Time'.

Thanks in Advance !

Regards,

Shivanki

[Shane J]

When I had an issue similar to this it was because I didn't setup the calendar it was using to go back far enough (it need start before the earliest date of your SLA).

[shivanki1]

Hi Shane ,

Can you please elaborate the steps . My concern is why the Breach time gets still updated once the SLA is breached ?? Logically its incorrect . There is no condition mentioned in OOB Business rule "Set planned end time" to stop updating Breach Time when the ticket has been breached.

[Tommy SN Sahlin]

Hi Shivanki,

what are your Start, Pause and Stop conditions? Are you using a schedule stating 24x7, or not using a schedule at all?

cheers  /Tommy

[shivanki1]

Hi Tommy,

The below are the conditions but the point here is why the Breach time gets still updated once the SLA is breached ?? Logically its incorrect . There is no condition mentioned in OOB Business rule "Set planned end time" to stop updating Breach Time when the ticket has been breached.

Start Condition :

Pause Condition :

Stop Condition : Incident State is closed.

Schedule is 24/7