Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

SLA Breach time calculation not followed schedule

rohanbhatia
Tera Contributor

6 hours ago

Hi,
I have an SLA which has schedule 8am to 6pm schedule.
A case is created to 11.35am but the breach time calculated it shows 01.43am next day.
How can this be possible?
Look at the screenshots for the details.
Task SLA Screenshot:

rohanbhatia_0-1763021750901.png


IN SLA definition, we have retroactive start and pause ON.

Here is the schedule entry screenshot:

rohanbhatia_1-1763021903244.png

 

0 Helpfuls
  • 130 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

4 hours ago

Hi @rohanbhatia 

There are possibly two reasons:

  1. What is your time zone set to in your user profile?

  2. Try repairing this SLA and then check if anything changes."

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

rohanbhatia
Tera Contributor
In response to Dr Atul G- LNG

3 hours ago

Tried but not useful

0 Helpfuls