SLA Has Breached field set to true when it should be false

[George P]

We have recently discovered that some of our tickets have an SLA record with Has Breached = True, but there is more Business Time Remaining.  This is not affecting all ticket, but enough that we would like to fix it.  Running the Repair SLA job does correct the issue one ticket at a time, but how do we prevent the problem from happening?  What could be causing the error?

[Allen Andreas]

Hi,

Thanks. As mentioned above, we'd love to be able to help if you have an example screenshot of your settings or at least the actual SLA record showing the business percentage, etc.?

Please refer to this support article as well if this is about a business percentage that is 99% and being rounded (again I can't help confirm that without a screenshot, etc.).

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0783578

Please mark reply as Helpful/Correct, if applicable. Thanks!

[George P]

To expand on this, we just found a ticket with a breach time 2 hours from now, yet Has Breached = True.

[Raj_Esh]

Hello,

It would be great if you share the screenshot of the SLA which has issues by removing customer data.  It helps in understanding the configuration.

Thanks,

Raj

[George P · Accepted solution]

We finally tracked this down to a custom business rule that was changing the SLA record to In Progress even though the Pause condition was true.  This only happened in a very rare circumstance which is why it was difficult to track down.  So if you find yourself with a similar problem, check to see if the SLA record stage does not match the Ticket State.  This was the first big clue that lead us to a business rule.