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SLA met vs breached report


Hello community,

I have a question regarding te behaviour of SLA met vs breached report.

In my project i have only one issue that breached on the 10th of december:issue.PNG

When accessig the SLA met vs breached report it doesn't show up that i had one issue that breached on the 10th :report sla.PNG

Is this the expected behaviour ? Can anyone please explain to me the logic behind the report ?

Kind regards.


2 answers


Any ideas about this matter please ?

Kind regards.


Any help please ?

Kind regards.

Hi @Meliodas16,

Yes, it is expected behaviour. The moment your SLA is considered breached (and when a ticket appears on the report) is when the SLA timer stops. This was on December 11th. 

The detail displayed in your first screenshot shows the time when your issue should have been resolved (or replied to, or anything else your SLA might be based on). But it didn't - it reached the end state of the SLA on the 11th and is listed on that date in your report.

Hope this helps!

Hello @Walter Buggenhout _ACA IT_ ,

Thank you for your response.

However the SLA timer is not stopped in the first screenshot, it's still ticking.

It didn't not reached the "end" state on the 11th, the status is still "open" and the clock is still running(time passed still increasing).

For me the report have to display something like this:

issue 2.PNG

Kind regards.

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