SLA Breach Time showing incorrect

[ShiningStar1]

Hello All,

I have configured SLA for security incident.

Priority(Response ) =  P2.( 8 hours SLA)

Priority (Resolution) = P2 (2  Business days SLA)

SChedule is 8 -5 excluding Holidays (Inside holidays its QLD holidays)

Incident : INC0109639 once raised

Response is correct as breach time is showing 8 hours.

Resolution is not correct its shows 7 days.

is it some 2 business days = 48/9 = 5.33 days.( Is this calculation is correct )

Troubleshooting done : 

• You can de-activate this System Property to prevent this behaviour from occurring.
• Please navigate to 'sys_properties.list' and find the Property with Name = 'com.snc.sla.calculate_planned_end_time_after_breach'
• This should be set to 'false' if you do not want the Pause Duration to be added on to the Breach Time.

OR

• Alternatively, you can navigate to Service Level Management > Properties > SLA Engine
• Find the "Adjust Breach Time of SLAs after they have breached" Property and un-tick this box
• You can then 'Save' (Top right)

Issue is still the same.

[Musab Rasheed · Accepted solution]

Hello,

In SLA definition have you added duration as like this ? 2 days ?

If yes then it is incorrect, you should add like this.

Mark my answer as correct if that helps

Regards

[lalithasugu]

You can verify the Business time left field in the Tasl SLA record, it will be as per your configuration because other fields will be calculating the actuals not the business definition. Please do refer the attached image.

You can also verify the following Business Rule and Script include.

Business Rule - "Set planned end time"

Script Include - "DurationCalculator"