Issue with Aging Incidents Dashboard: Incorrect Age Buckets & Missing SLA Flags
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yesterday
Hello,
I am investigating an issue with our aging incidents dashboard where tickets older than 10 days are failing to appear.
According to our standard configuration, aging ranges are categorized as:
0-10 days
11-20 days
21-40 days
41-80 days
81-100 days
> 100 days
I have attached screenshots of a specific problematic incident created on July 23, 2026. There are two main discrepancies:
Incorrect Age Bucket: The "Age of Incident" column incorrectly displays "0-10 days" despite the ticket being several weeks old.
Blank SLA Flag: The Resolution SLA (3 days) and Aging SLAs breached shortly after creation, yet the "SLA Breach" field remains empty instead of displaying "Yes."
Our team suspects this might be an out-of-the-box (OOTB) defect. We have already attempted repairing the SLAs, but the issue persists.
Have you encountered this behavior before, and what are the recommended steps to resolve it?
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an hour ago
Hi, without column headers, your screenshots won't allow the community to provide the support you're requesting.
Please provide the following information
On which table are you reporting? You've mentioned SLA, are you reporting on task_sla directly?
"Age of incident" column. Is this a custom column?
Breach flag - what are you defining as breaching shortly after creation? Do these SLAs have a short duration?
Can you provide screenshots showing field labels / column headers and indicate the table name
