SLA ISSUE
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4 hours ago
One of the service desk engineer closed the tickets within SLA but showing as breached.
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3 hours ago
Hi @AshifS
Does the same happen with other incidents of a similar nature? If so, try to restart the SLA once.
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3 hours ago
HI @AshifS,
the SLA is universal and is counting the same for all the users. So if somebody closed ticket and the SLA was breached, that would be breached by closing it by anonye else the same way... there's no difference (unless it would be a condition in the stop conditions but that would be very strange and unusual).
Also, what ticket are you talking about? An INC or RITM? It's quite a big difference! Because INC is first resolved, then the SLA usually stops and INC shall not be closed from in progress state... while RITM can.
So please provide more details, let's start - what ticket (table) is that and then share the conditions as per SLA defintinions. YOur description is not enoughr, there can be retroactive trigger or anything else that we have no chance to see from this point of view...
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2 hours ago
Hi GlideFather,
The issue is occurring in the incident table and has specifically affected three incident tickets that share the same SLA definition
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2 hours ago
OK @AshifS that seems to be a pattern.
Check the SLA definitions to inspect what happened
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
