Duplicate Task SLA records created for same Incident and SLA Definition causing incorrect SLA breach

[MuditR999]

Hi Everyone,

We are currently investigating an issue where multiple Task SLA records are being attached to the same Incident for the same SLA Definition.

Examples observed:

- Some incidents have 2 identical Task SLA records attached.

- Some incidents have 3 identical Task SLA records attached.

- All Task SLA records reference the same SLA Definition.

- The Task SLA records are created at the same timestamp and have the same start time.

What we are seeing is that only one of the Task SLA records behaves correctly when the incident enters a paused state.

For the valid Task SLA:

- pause_duration and business_pause_duration are populated

- planned end time is recalculated correctly

- SLA does not breach

For the duplicate Task SLA records:

- pause_duration and business_pause_duration remain empty

- actual elapsed time continues to increase

- planned end time is not adjusted

- SLA breaches incorrectly

As a result, the same incident can have one non-breached Task SLA and one or more breached Task SLAs for the exact same SLA Definition.

Based on the incidents reviewed so far, we believe that if the duplicate Task SLA creation issue is identified and resolved, the pause calculation issue may also be resolved as a result. However, we have not yet confirmed whether the pause behavior is solely a consequence of the duplicate SLA creation or a separate underlying issue.

Has anyone encountered similar behavior where:

1. Multiple Task SLA records are created for the same Incident and SLA Definition?

2. Only one Task SLA processes pause calculations correctly while duplicate records continue running?

3. Duplicate Task SLA records subsequently breach even though the incident was in a paused state?

We have raised a HI case with ServiceNow and would appreciate any insights from the community regarding similar experiences, known causes, defects, KB articles, or recommended troubleshooting approaches for this behavior.

Thank you.

[Vishal Jaswal]

Hello @MuditR999 

Please refer to the following to find out whether any server-side logic or misconfiguration in SLA Definitions
is causing this behavior:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855438

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3156878

https://www.servicenow.com/community/platform-analytics-forum/how-to-stop-multiple-sla-records-for-t...