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SLA fields

tushar_ghadage
Tera Contributor

3 weeks ago

Hi all, 

 

I have created an sla attached below -

Screenshot (386).png

one for resolution 

Screenshot (387).png

here in the first picture, I have added the duration for 3 days but in the original breach time it is showing me 9 days from now as seen.

and in the 2nd picture as well it showing me the same where I have mentioned 20 days for the duration but in the same field it showing me as original breach time 9 months now??

have added the ss for the sla definition as well below for response sla for eg.

Screenshot (389).png

can anyone please guide me how and why??

 

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3 REPLIES 3

Shruti D
Kilo Sage

3 weeks ago

Hello @tushar_ghadage ,

You’ve set the schedule to DNB 8-16 weekdays excluding holidays, with a duration of 3 days.

Since this schedule only counts working hours between 8 AM and 4 PM, Monday to Friday (excluding holidays), that gives 8 working hours per day.

A duration of 3 days equals 24 business hours (3 x 8). When you spread these 24 hours across the defined working schedule, As per the snapshot attached Breach time should be on  Monday, 25 Aug 2025.

Possible reason will be:

1. Time zone mismatch
- If the user is in a different time zone, and that shifts their "business hours," the calculation adjusts.
2. schedule misconfiguration
- Confirm that the correct schedule (e.g., DNB 8-16 weekdays excl. holidays) is assigned in the SLA definition and the schedule exists and is properly configured in the system (under cmn_schedule).

Please Mark Correct ✔️ if this solves your query and also mark Helpful 👍 if you find my response worthy based on the impact.

 

Regards,

Shruti

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tushar_ghadage
Tera Contributor
In response to Shruti D

3 weeks ago - last edited 3 weeks ago

yess.. 

 

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Pradeep Thipani
Mega Sage

3 weeks ago

Hi @tushar_ghadage ,

 

Check the SLA schedule which attached to SLA, how it is configured to exclude non-business days and holidays.

 

The Original Breach Time is end time of SLA calculated when it is attached on a task. During the course of SLA, the task might be moved to pending, which can pause the SLA. When the SLA is paused, the time saved is not included in the original breach time as it was calculated initially.

 
Reference links to under SLA field definations:
 
Thanks,
Pradeep
 
 
"If this response was useful, please select 'Accept as Solution' and mark it as 'Helpful.' This helps me provide better answers and assists the community ".

Regards,
Pradeep
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