SLA attached to an Incident is showing discrepancy between task_sla and sla_timeline

[yashxsharma]

Hello ServiceNow Community,

I’ve encountered a peculiar issue in my current project that I’d like some help understanding.

A customer reported that an SLA attached to an Incident was breached, even though the SLA had been placed on hold and the work on the Incident was completed within the expected timeframe.

While investigating, I observed a discrepancy between the task_sla and sla_timeline records for the same Incident. Specifically:

• The task_sla record indicates that the SLA has been breached and shows a certain Business Elapsed Time.
• However, the SLA Timeline for that same SLA displays a different Business Elapsed Time.

This inconsistency has raised concerns about how the SLA timings are being calculated.

I have attached screenshots of both the task_sla and sla_timeline for reference.

Could anyone help identify what might be causing this discrepancy? Any insights or guidance would be greatly appreciated.

Thanks & regards,
Yash

[Tanushree Maiti]

Hi @yashxsharma 

First Refer following articles:

Understanding my SLAs Part II - The Difference between Actual and Business elapsed times

KB0996566 SLA business elapsed percentage incorrectly showing as 0% 

Make sure Following OOB scheduled job is working fine and its not deactivated. ( when we faced issue , one of the job was deactivated in our instance)

SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.

• SLA update (breach after 30 days): repeats every 5 days
• SLA update (breach within 1 day): repeats every hour
• SLA update (breach within 1 hour): repeats every 10 minutes
• SLA update (breach within 10 min): repeats every 1 minute
• SLA update (breach within 30 days): repeats every day
• SLA update (already breached): repeats every day
  Note:

  By default, the SLA update (already breached) scheduled job will calculate either for up to one year after it was breached or if 1000% of its allocated time is breached. You can set this maximum actual elapsed percentage value property in the SLA Engine properties.

  Refer: Scheduled jobs for SLA