SLA showing as Breached despite Resolution time not reached

[Andrew Tasker]

We seem to be having issues where we have instances showing as having breached their SLA, yet the resolution time hasn't yet been reached with the incident still on hold. Has anyone else experienced these issues? Thanks

[Andrew Tasker]

@Euan Coleman

[James Ainsworth]

Hi @Andrew Tasker

I can't make out where your screen grab was taken from.

There are a lot of factors that can contribute to the calculations that determine a breach.  I'd be interested to know when these incidents were raised.  Was it before October 30th, when the time went back an hour?

[Steve Giller]

@Andrew Tasker The most common reason for this is using the "within fix" value on a Request that is not Resolved.
This value is not populated until the Resolution is marked, so if you are using it to identify a Request that is still Open but has breached its SLA this will not work.

The next most common reason is, as it appears above, relying on SLA Target Dates while a Request is On Hold.
The SLA Targets are recalculated when the Request is taken Off Hold, so if you place a Request On Hold with an hour to go on the SLA, after 1 hour it will have passed the SLA Target. When it is taken Off Hold the SLAs will recalculate and the new Target will have an hour left.