How do we calculate actual SLA breach time for task tickets

priyanka jaswal
Tera Contributor

‎11-20-2019 05:34 AM

Hello Everyone, 

We have to create a report in which we want to calculate / find the actual time when the ticket was breached.

I have used the below fields but have some issues like below :

1) Original Breach Time --> This field calculates breach time based on when SLA is attached and does not consider the pause period of SLA. Which does not provide me accurate information.

2) Breach Time --> This field adds pause data even when the ticket was paused after the breach time. Which again does not provide accurate information.

3) Has Breached --> Its true or false box, which gets checked when the SLA has crossed 100%

So I am looking for a field which would provide me the actual time when the ticket was breached.

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Naveen20
ServiceNow Employee
ServiceNow Employee

‎11-22-2019 07:20 PM

You can have a new column and update it based on the underlying columns which are needed to calculate it and then report on that column.

business rule which runs on update of  Original_breach_time or pause_time

new_column = Original_breach_time + pause_time

or as per your requirement. 

new_column = Breach_Time - pause_time

Slawek_Radziewi
Kilo Sage

‎12-03-2019 06:57 AM

We had the same problem. Looks like SN issue. The field Breach Time is overwritten afterwards as you noticed.

We've added new field like Real Breach Time which is populated when breach is happening and not changed. 

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