SLA showing Active on closed Incidents

Vik Member IT Monkey ✭

June 2023 in Service Manager

Hi guys,

We have noticed that a lot of our closed Incidents' SLA are showing as Active, which doesn't make sense as they were resolved then closed. We'd expect them to be shown as Meet or Breached but for some they are not.

We are measuring our SLA/SLO based on resolution time.

Any ideas where we'd tweak this? We are using SCSM 2019.

Many thanks in advance.

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Answers

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

June 2023

Sounds like it is not All of the Incidents. It can occur that an IR can be closed without being resolved. You will want to review the history to see what is getting applied. Other thing is if the IR is resolved via some API call or Runbook if the Resolved Date is not written into the object it will not update the SLA.
I have also see occurrences that analysts will update the ticket too quickly for SLA to see the change. Since all workflows run in one minute runs. It is possible for an analyst to make a change to meet the SLA but then make another change that will cause the workflow not to see the Meet requirement and keep the SLA active.
All comes down to reviewing your specific rules on the groups and what the history shows. HTH

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