SLA Breakdown system log error : failed to retrieve active breakdown record


Description

SLA Breakdown Definition to our SLA definitions the system throwed multiple errors.
The 2.5K errors had the same sys_id of the out of the box breakdown definition.

*** Script [SLABreakdownProcessor]: 2021-02-23 22:09:35.422 _processActiveBreakdown: failed to retrieve active breakdown record for breakdown definition id=0b2a6b0c57a01300ff01ac11ac94f91b: no thrown error

 

Cause


The error was appearing as Response SLA's were attached to the Breakdown defiinition

https://<<instance name>>.service-now.com/nav_to.do?uri=sla_breakdown_definition.do?sys_id=0b2a6b0c57a01300ff01ac11ac94f91b

We removed the response SLA's attached to the breakdown and issue was no more appearing.

Resolution

We would recommend you to only attach resolution SLA's to the breakdown as SLA breakdowns are intended for P1 and P2 resolution SLA's as per the documentation.
It also works for P3 and P4 as well but it throws error if we attach response type SLAs.

Service Level Agreement breakdown definitions