SLA Breach time calculation not followed schedule

rohanbhatia
Tera Contributor

‎11-13-2025 12:19 AM

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
  • 1,185 Views
5 REPLIES 5

Dr Atul G- LNG
Tera Patron
Tera Patron

‎11-13-2025 01:45 AM

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/dratulgrover [ Connect for 1-1 Session]

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

rohanbhatia
Tera Contributor
In response to Dr Atul G- LNG

‎11-13-2025 03:07 AM

Tried but not useful

0 Helpfuls

Dr Atul G- LNG
Tera Patron
Tera Patron
In response to rohanbhatia

‎11-13-2025 02:43 PM

Log a Now support case mate. 

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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

rohanbhatia
Tera Contributor
In response to Dr Atul G- LNG

‎11-13-2025 10:51 PM

Yeah, We would. But this happened only for one ticket. We are unable to find this issue with other tickets.

0 Helpfuls