Incident task sla empty?
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01-03-2023 07:55 AM - edited 01-03-2023 07:59 AM
Hi,
I've made some SLA's in a DEV environment which work perfectly. However, when moving this update set to PROD environment, it does not work. When creating a new incident, no SLA attaches to it. The task SLA is empty.
What could be the cause of this?
Edit: I've attached a picture of one of the SLA's, as you can see the start conditions are simple so it should trigger, but it does not.
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01-03-2023 01:33 PM
Hi @JordyZ ,
The SLA definition you have is very simple and nothing looks suspicious from the attachment you shared. In most cases when you are moving the update set, the schedule won't get moved correctly and there are possibilities due to this, the SLA won't get attached. However, in your case, you don't have any schedule and you are going with 24/7 schedule.
Have you checked your start conditions, is it exactly matching with the Incident conditions for SLA to get attached?
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01-03-2023 02:37 PM
Hi @Community Alums ,
Thanks for replying. Yes the incident conditions exactly match the start conditions of the SLA. In DEV it works perfectly, not sure why it doesn't in PROD. I'm doing the exact same actions.
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01-03-2023 02:53 PM
Hello, I'm not an expert in the SLA feature, but if any records are required from these tables:
They are not captured in update sets. I have 11 tables from that list and none are extended from sys_metadata, nor have the 'update_synch' attribute defined. so if any records are needed from those in DEV, export those as xml and import them in the prod instance.
