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

[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

[bobby299]

Hello Cg,

Did you able to find the solution or fix for this , We are also facing the same issues.

hanks in advance.

Sandeep Malasani

[bvq1]

I would also be interested in whether this is a ServiceNow defect or a configuration issue.

[bvq1]

As a workaround isit possible to create another field on the form called actual breached time and run a business rule that states: 

When the SLA state changes to breached take a that system time and make the field read only?