sla is not running

NIRANJANAH · ‎06-20-2025

Hi

the response SLA is not running for the incidents, it is showing as 0% even after some time, can anyone please give me the solution for this.

screenshot is attached here, please refer it.

Dr Atul G- LNG · ‎06-20-2025

Try to repair the SLA once.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Swapna Abburi · ‎06-20-2025

Hi @NIRANJANAH

What's the schedule configured in SLA definition? I think the incident was acknowledged/responded in off business hours outside SLA schedule. Please check.

NIRANJANAH · ‎06-20-2025

it is happening to a specific user, if he submits an incident, response SLA is not running.

Dr Atul G- LNG · ‎06-20-2025

Hi @NIRANJANAH

Please share the SLA configuration. It seems there might be an issue with the SLA itself, which could be directly related to the user record

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************