INCIDENT SLA not starting when importing incident via transform map

[Deepika54]

Hi team. When i am manually creating an incident for the same assignment group the sla is starting but when done via transform map, the sla is not starting. i have checked the Run business rules but still not working. Below is the transfrom map used. Did i miss to add any important field? Kindly help

[yashkamde]

Hello @Deepika54 ,

Can you plz share the business rule script or ss??

[mugi-san]

Hello @Deepika54 

Since I am not fully aware of your specific business requirements and SLAs, I cannot provide a definitive answer. However, SLAs generally function correctly when data is imported with the 'run business rules' option enabled.

If the behavior remains incomplete, you may consider using the 'Repair SLA' feature, provided you have discussed and reached an agreement with the users on whether it should be executed.

https://www.servicenow.com/docs/ja-JP/bundle/yokohama-it-service-management/page/product/service-lev... 

Regards.

[Tejas Adhalrao]

Hi @Deepika54  ,

can you check  “Run Business Rules” checked in your trasnform map 

also check your transform map is populate these fields correctly .if its not populate the field correctly then condition for SLA will not satisfied. also make sure that all mandatory fields you have mapped

 If you found my solution helpful, please mark it as Helpful or Accepted Solution...!

thanks,

tejas

Email: adhalraotejas1018@gmail.com

LinkedIn: https://www.linkedin.com/in/tejas1018

[kaushal_snow]

@Deepika54 ,

it’s because the sla start conditions and engine only fire when the record goes through full business rule/sla evaluation.....and imported records created by a transform often don’t trigger those sla start rules automatically unless you either enable run business rules on the transform map or explicitly re evaluate/start sla after import......

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.