SLA 'has breached' flag

[cw82uk]

Hi,

I am hoping someone can help me with a query on the Has breached flag on a SLA :

The Actual elapsed percentage on the above SLA is well less than 100% but the 'has breached' flag is true.

Is has breached controlled by Actual elapsed or business elapsed since I can see that business elapsed is a lot more than 100%?

I had thought Actual elapsed considered the schedule hours and pause conditions and Actual elapsed considers both of these, and therefore in this example the Actual elapsed is a lot less than business elapsed meaning has breached should be false.

Would appreciate any advice please.

Thanks

[Martin Friedel]

Hello,

please check related article in official ServiceNow Docs page: Actual and business elapsed times 

If my answer helped you, please mark it as correct and helpful, thank you 👍
Martin

[cw82uk]

Thank you for taking the time to respond, this article is helpful, but I also wondered what drives the 'has breached' flag? is that Actual elapsed or business elapsed?

[Swapna Abburi]

Hi @cw82uk 

Is there a schedule configured in your SLA defintion? If schedule is configured, it considers business elapsed percentage. If no schedule, then it is actual elapsed percentage.

Usually actual elapsed percentage would be higher than business elapsed if schedule is defined in the SLA. It is strange in your case. Is SLA definition modified recently?

[Kieran Anson]

Additionally, 

There is a system property 'com.snc.sla.calculation.use_time_left' which is used to determine how to calculate the breach flag.

Has this been changed to true?