SLAs all getting breached on the same day

Question

The SLAs in our project are all getting breached on the same day. We are not sure how to fix them. We are using the predefined series called Time to resolution - Breached but it does not seem to work. We also can't seem to see for each individual day when SLAs are breached (or met). We changed up the SLAs for our project just recently, and before that they seemed to work just fine. Any solutions in mind?

Eiríkur Gíslason · Answer

I'm not exactly sure how to check if they are "finished" or not. Could you please clarify what that means?

My Time to Resolution - Breached report looks like this.

For some reason, all of our breached SLAs are bunching up on the day that is today. These requests are requests that are not finished, and then tomorrow they will all bunch up on the 17. of March and then 18. of March after two days and so on.

Michael Andolfatto_a62ntx · Answer

Thank you- are the workflows issues in this SLA follow set up in such a way that they can be "finished" without any of the three close criteria being true? (Status = Cancelled/Done or Resolution = Set)

You might want to open your Time to Resolution - Breached report and click through some of the breached items that are listed to verify

Eiríkur Gíslason · Answer