SLA Breach Time

[bvq1]

Hi All,

I am trying to get my head around this ticket. The ticket actually breached on 27/11/2017 at 15:18 on a 2 hour SLA. However the Breach time showed is incorrect:

INC0214656	Date	Time
Opened	27/11/2017	13:18:38
Original Breach Time	27/11/2017	15:18:38
Resolved Time	27/11/2017	16:00:45
Closed	04/12/2017	17:00:17
Breach Time	04/12/2017	16:46:31

Please inform me where I went wrong

Best regards,

BVQ

[chrissquires1]

This may help:

Task SLA table

So what it looks like is there was some pause condition that was met along the way.   Original breach time would have been when it should have breached if no other conditions applied.   I would look at the pause and stop conditions of that SLA to determine what was missed.   Was the ticket transferred to another area, pausing the original SLA, and resuming once it was assigned back (presumably on 04/12/17)?

[cg6]

I believe I am having the same issue as what is being reporting in this thread.

Opened	27/11/2017	13:18:38
Original Breach Time	27/11/2017	15:18:38
Resolved Time	27/11/2017	16:00:45
Closed	04/12/2017	17:00:17
Breach Time	04/12/2017	16:46:31

--------------------------------

If I analyze the dates I am assuming that:

(1) There is a Pause condition:

        > State IS Resolved

(2) There is a Stop condition:

        > Active IS False

(3) Rule on Closing record

        >There is an rule to close of incident record from Resolved to Closed after XX calendar days (in this case 7 calendar days)

--------------------------------

This is how I have setup my Incident SLAs and have the same problem

> While the incident SLA is in Pause state, and when 7 calendar days are over, the system updates the incident record from Resolved to Closed and Active = True to Active =False.  As result, the Incident SLA stop condition gets met.  When then update happens it updates the Incident SLA stop Time and breach time.. ideally it should not based on conditions.

Question that I don't understand is:

> when the incident is updated (i.e. to Closed status) by the system, the Incident SLA is going from Paused condition straight to Stop condition.  In theory, the duration that the record has been in paused state should not be added to the Stop time and breach time when the system changed the incident to Active = false (you are going from Paused straight to Stop).

Can someone provide details as to why ServiceNow SLA is designed the way it is or provide a solution to this particular situation.  or is this a SLA defect?

Thanking you in advance,

CG

[rathnakar1]

Go to sla and give retroactive start to true .So that clock will stop when you met your pause conditions.

[cg6]

Within our implementation our Incident SLA Resolution definitions do have retroactive start set already but what I am noticing is that when the record goes into pause (i.e from duration from Resolve status to Closed status), the original Breach time does not change.  The Breach time gets updated only changes after the system changes/modifies the incident status to Closed and Active = False.

so if you look at the issue from an SLA definition perspective, going from pause condition straight to stop condition should not modify the breach time.. but for some reason it does.

Can someone provide details as to why ServiceNow SLA is designed the way it is or provide a solution to this particular situation.  or is this a SLA defect?

Opened	27/11/2017	13:18:38
Original Breach Time	27/11/2017	15:18:38
Resolved Time	27/11/2017	16:00:45
Closed	04/12/2017	17:00:17
Breach Time	04/12/2017	16:46:31