Bulk creating incident not Pausing the SLA few gets Pause and few shows In Progress.

[Shekhar Deshin1]

@Ankur Bawiskar 

In our ServiceNow environment They are logging INCs based on when a user calls in and logs an INC using AWS automation and creating bulk amount of incidents and within 1/2 seconds and making from In progress to Resolve state.However during that time few Pause SLA works fine it gets Pause and few of them showing In-Progeress and SLA gets breach.

In our SLA condition we have PAUSE sla on Incident State is one of "OnHold" "Resolved"

How we can stop the SLA breach during this process.
OR where we can add the sleep condition so for state changes will take sometime like 2/3 seconds and Pause SLA will for other incident also.

Seems like backend SLA engine unable to track all the records comes in bulk and it goes out of sync.

Please suggest.

Shekhar.

[sachinvic]

@Shekhar Deshin1 

Hi Shekhar,

This looks more like a timing/transaction issue during the bulk creation rather than the SLA engine losing track of records.

I would avoid adding a sleep() to the business rule, especially during bulk processing. First, compare the affected incidents with their Task SLA (task_sla) records and check the state change, SLA start, pause, and breach timestamps.

Also verify that the incident reaches On Hold/Resolved as part of the expected transaction and that no other SLA definition is being applied.

If the task_sla records show the pause was evaluated after the state change, then the next step would be to review the bulk transaction/automation sequence rather than introducing an artificial delay.

[Shekhar Deshin1]

Which BR  need to update the sleep() to the business rule.Please suggest.