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

[Nitin_NOW]

Hello Bell

Appreciate for your explanation, infact your explanation was great!!. I see that the above property was set to false 2 years ago and there was no recent update on that property. I tried to set it to true and ran the report. The report shows me "Breached" and "Completed". Shouldn't it revert back to "Achieved" and "Breached" ?

Regards

[Nigel Bell]

Hi Nitin,

Changing the property only adjusts the Stage field on Task SLA records that are still active.

Going forward with this property switched on the next Task SLA that ends will have a Stage of "Achieved" (or "Breached") instead of "Completed".

However, this does mean your Task SLA table will now contain a mixture of records with the Stage set to breached when an SLA did breach (when the property was true) but others with a stage of Completed (when the property was false).

If you just need your report to show:

In Progress Task SLAs (not breached) + Breached SLAs (that have not yet ended) + Breached SLAs (that have ended)

You should be able to change the "Stage" condition in your report to:

NOTE:   this will include any paused Task SLAs that have breached

Regards,

Nigel

[Nitin_NOW]

Hey Bell

Thanks for your patience and making me understand on this topic. I just tried to again enable the property ( i gave disabled sometime ago ) and if I run the report i still see In "Progress" and "Completed". I dont thing i have to change something more as it was working earlier hours ago.

Besides, We dont have the above filters in the report like stage and Has breached. We are running the report based on following filters,

Inspite of setting the property to true i see the same results as above. Other thing is "Completed" doesn't means it is "Breached" right in 2011 SLA Engine? I apologize to trouble you on this so long.

Regards

[Nigel Bell]

Hi Nitin,

If the com.snc.sla.compatibility.breach property has been modified then the most reliable way to report on breached Task SLA records is by reporting on the Has breached field (this is because depending on what the property was set to when the Task SLA was completed it may show Achieved/Breached or just the value of Completed).

I think this probably answers your question as well but with the com.snc.sla.compatibitlity.breach property set to false then the only easy way to report on a breached SLA is by filtering on Has breached = true.

If you wanted to go back to using the 2010 values in the stage field (i.e. Breached showing as soon as a Task SLA breaching and then either Breached or Achieved showing as the final stage of a Task SLA) then to report on breached SLAs using the Stage field you would need to use a script to update the Stage field on inactive Task SLA records to the appropriate Achieved or Breached value.

Does that help with defining the report you need?

Regards,

Nigel

[Nitin_NOW]

Yes this helps me work on my report. I believe all the above were related

to TASK SLA and is this the same for Incident table SLA ? Actually my

report is based on Incident SLA's

Regards

Thanks and Regards

Venkatesh

469 364 4599

Email: venki.servicenow@gmail.com

On Tue, Jan 17, 2017 at 11:25 AM, nige <community-no-reply@servicenow.com>