Incident SLA Due > UNKNOWN value

marc_lambert
Kilo Explorer

‎07-09-2012 06:14 AM

Hi to everyone

We are running SNC version January 2012 and we do have an unexpected result regarding the "SLA Due" field which contain "Unknown" where we believe, the value should be populated with the Resolution Date/Time Expected whichi is defined within our SLA.

The SLA is running properly and all our Business Rules related to "sla" are also activated.

Thank's for your help

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richsnipe
Tera Contributor
In response to sdarity1

‎02-25-2016 08:42 AM

This seemed to work for the most part.   Trouble I'm having is the following:



-SLA Due does not change when Priority changes



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Any ideas how to fix that?   My opinion is the SLA Due field should reference the Planned End Time and change each time the incident is updated.


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richsnipe
Tera Contributor
In response to richsnipe

‎02-25-2016 11:09 AM

Found this, and it fixed it!



https://community.servicenow.com/message/782851#785784