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SLA showing as Breached despite Resolution time not reached


Andrew Tasker
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@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.

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