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

[Tommy SN Sahlin]

Hmmmm, I'm not able to reproduce it. I took an incident that breached a long time ago but was still In Progress, set it to pause, took it out of pause, and the breach time remained unchanged. I don't see anything else with your definition that should trigger this behaviour. What version are you on?

[shivanki1]

Hi Tommy,

Thanks for the reply !

We are on Jakarta patch 10. I observed that there are two fields on SLA 'Breach Time' and 'Original Breach Time' . The 'Original Breach Time' field is giving the correct data whereas the Breach Time field is changing after the SLA is breached with the pause durations.

Regards,

Shivanki

[Harini17]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863996 - Please refer to this article. There is a SLA property that can be marked false if you don't want pause duration to be added to Breach time if SLA is already breached.