SLA Definitions not triggering for new scoped app

[Shane J]

I've created a new scoped app with some SLA definitions of of the custom table I extended off Task.  None of those Definitions are triggering.

When I try to run the SLA Validation UI Action I see this error message:

java.lang.NullPointerException

In the log, I see this error:  

wfv_gr.condition:;undefined

I've gone through everything here and none of it applies:  https://hi.service-now.com/kb_view.do?sysparm_article=KB0598456

Nothing of any value comes up with a Google search:  https://www.google.com/search?q=servicenow+sla+java.lang.NullPointerException&rlz=1C1GCEA_enUS834US8...

I thought maybe the issue was due to Cross Scope but we have other scoped apps that don't seem to be having any issues.

Anyone else seen this before and know how to fix?

[Joaquin Campos]

Hi Shane,

Based on this documentation, any table that extends task table could have a defined SLA.

I've actually created a custom application that extends task table, I've created SLA definitions for that table for response and resolution and as long as tickets match with SLA definitions, SLAs are up and running. To check them I just included "Task SLA" related list in the form and it displays the corresponding SLA tasks related to the specific ticket:

Hope it helps!

Joaquín

[Shane J]

Well you confirmed that it shouldn't be a scope related issue, but still leaves me with the error.  😉

[Joaquin Campos]

Hi Shane,

Would you provide additional information about the UI Action that you're using?

Thanks:

Joaquín

[Shane J]

It's the OOTB 'Validate SLA Definition' on the SLA Definition record.

Right now I don't know if the issue there is that no SLA has actually been triggered for my scoped records, so it just fails, or it's related to the lack of triggering.