Task SLA table: does "has_breached" column refer to "Actual" or "Business" time?

[Roberto D_Amato]

Dear SN Community,

Our Company is using plenty of Operational Dashboards to report on various performance aspects, including SLA or OLA.
One of the most frequently conditions used is the "has breached: True/False".

Given the important distinction between "Actual elapsed time" and "Business elapsed time" and given that all our SLA definitions contain a specific business schedule, can you please help me understand how the "has_breached" value is actually triggered (does it trigger when the Actual Elapsed time reaches 100 or when the Business Elapses time reaches 100)?

I'm quite new to SLAs and the way the work in detail, apologies if the question might sound silly or confusing.
I've checked the TaskSLA script include too but my scripting knowledge leaves a lot to desire at the moment - I hope you can help me with this.

Thank you in advance.

Kind regards,
Rob

[Mark Manders]

An SLA is breached (has breached = true) once the time to respond/resolve has passed and that is based on the attached schedules. And those are reflecting your 'business elapsed time'. Once that goes over 100%, you have a breached SLA.

If my answer helped you in any way, please then mark it as helpful.

Mark

[Roberto D_Amato]

Hi Mark,

Thank you so much for your clarification.

Not sure if this is achievable - is it possible to understand where the property that regulates this values actually sit?

Kind regards,
Roberto