SLA definition: Breach Time / Planned_end _time MATH
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03-11-2026 03:13 PM
Team
How is Breach time (Planned_end_time) calculated?
according to https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0959643
Breach Time = Original Breach Time + Business pause duration
OK.. but lets look at the photo - and the math is not mathing
Original Breach Time 03/02/2026 + Business pause duration 2 Day 19 hours 9 mins = the Breach time should be around 3/5/2026 - but pic is showing 3/09 or 3/10
What am I missing?
--Jason
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03-11-2026 04:47 PM - edited 03-11-2026 04:52 PM
Hi @Jason Rooney,
what is the schedule used for the incident?
Assuming the schedule is 8h to 17h for business days, this is 9h per day. Adding the accumulated 2d 19h , which translates to 67hrs/9 = 7,44d, to the original breach time (03/02) would results in 03/10 breach time.
Hope this helps!
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03-12-2026 07:24 AM
Schedule Excluding Holidays (0600 - 1800)
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03-12-2026 07:32 AM
With a weekend in between, considering the exact timestamps and a SLA paused state, it could still make sense.
Did you understand how the timestamp is calculated?
