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

George P · ‎03-15-2022

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?

George P · ‎03-31-2022

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.

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Saiganeshraja · ‎03-15-2022

Can be because of multiple SLA 's example : if you have configured SLA stating that if assignment group is xyz then resolution is 1 hr now 1hr is completed the SLA breached is set to true. Post that assigned SLA is cancelled because you have changed to another assignment group new SLA time is 2hr still SLA breached is true but when you repair it will move to false.

George P · ‎03-15-2022

This does happen in our environment, but a new Task SLA record is created, so a breach on the first shouldn't affect the second.

Allen Andreas · ‎03-15-2022

Hi,

Has the SLA definition associated to these records been changed at some point to cause this?

This wouldn't happen randomly to just a few records and would most likely be a result of the SLA definition changing (conditions, etc. being adjusted) and the records could have been paused for some time during all this. If so, you can run the SLA repair in bulk by following guidance from this SN support article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0720480

We'd need more specifics from you if you wanted to deep dive on this. Example record, SLA definition, etc.

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George P · ‎03-15-2022

No recent changes to SLA definitions.