SLA Has Breached showing Incidents under the 4HR SLA

DavidK035179554
Tera Contributor

‎04-25-2025 06:03 AM

I have a 4HR Business SLA. I am building out a report to show breached vs non breached SLAs using the Incident_SLA table.

 

For some reason when I look at breached is true, I am seeing a handful of incidents that we well under the 4HR business SLA. Anyone have any ideas why? Has breached is averaging about 1% but it would be even lower if that's tickets that still have business left were excluded. I want to get the numbers as accurate as possible.  I have included screen shots of my conditions.

 

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Brian Lancaster
Tera Sage

‎04-25-2025 02:12 PM

Based on your conditions you are not looking at has breached being true. You are grouping by has breached. Are you sure that some that haven't breached is true but should not be. It would be good to see has breached on the list view screenshot.

Have you modified any of these SLA recently?