Manually assign SLAs to Incidents

[Jagadeesvarraj]

Hi All,

I have a requirement where I need to manually assign SLAs to the Incidents. Many incidents have already been Closed and Resolved. Very few are in On Hold and Cancelled. If anyone knows on what can be done, please kindly let me know.

Thanks,

Jagadeesvarraj S.

[Community Alums]

Hi @Jagadeesvarraj  ,

Why would you assign the SLAs Manually? What you should be doing is Troubleshooting as why the SLAs are not working properly, please refer to the KB : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0598456

SLAs will be attached to the incidents if Start condition mentioned in SLA matches with current record values.

If any incident do not have any SLA then it is not matching any start condition in SLA definition.

For Ex: If you have one SLA with condition as "active is true and Priority is 1" then any update on Incident having Active true and Priority as 1 would have the SLA attached automatically.

If initially the same incident had Priority as 2 and then some one updated it as Priority 1, then also it should automatically attach the SLA.

Now you just need to compare start condition of the SLA and the incident values and modify accordingly.

[Jagadeesvarraj]

Actually SLAs got expired, so many incidents wasn't attached with the SLA. Now new SLAs have been created. That's why I need to attach those incidents to new SLAs.