what does Completed SLA means

[Nitin_NOW]

Hello

We have report on Email SLA which we run every month to get the data. Everytime we run it just gives us the data of Achieved and Breached SLA's. I just ran the report this month and i see the report shows me the In progress and completed SLA's instead of Achieved and Breached. What does Completed SLA means ? Is it something the state changes to completed upon the resolution of ticket ? We recently moved to helsinki Patch 5 and is this something got introduced with helsinki ?

Regards

[bjhughey164]

Nitin,

Completed is a OOB stage for an SLA. Did the parameters of your report change any to refect showing this stage now?

2.2.1 SLA Stages

The following stage values are defined for Task SLA records:

• In progress
• Achieved
• Breached
• Cancelled
• Paused
• Completed

[Nitin_NOW]

Yes the report now shows as Completed and In progress which was not earlier.

Earlier, before our upgrade to helsinki it says Achieved and breached.

Regards

[Nitin_NOW]

Sorry to miss the point. No, the parameters were not changed. Everything is same and when we ran the report we see a different output as above.

Regards

[bjhughey164]

Can you share the parameters of the report? I'm hoping to see if I can reproduce your error to try to help you through this.