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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

 

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Dr Atul G- LNG
Tera Patron
In response to rohanbhatia

‎11-14-2025 02:49 PM

Hi @rohanbhatia Hard to say why it happened with just one incident. Logging a case is the right approach

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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