SLA don't triggered even the condition are might

[Fdeveloper]

Hi , 

i have an sla in a customized table now  we get a porblem is that we have some records the sla don't triggered even the start , stop , cancel condition are might and when i try to reproduce the problem i can't i can see the sla can anyone please have an idea why the sla isn't triggred in some records even the condition are might

[Mark Manders]

Can you share the configuration (screenshots)?

Check if the Stop condition is met at the moment it's started (for instance: start = state = new, stop = assigned to is not empty). If a ticket is both 'new' and 'assigned to' is filled, the SLA won't be attached, because the stop condition is already met. I know that you wouldn't expect that, but that's the way ServiceNow works.

If my answer helped you in any way, please then mark it as helpful.

Mark

[Fdeveloper]

Hi @Mark Manders ,

Thank you for your reply,

In the start condition i have :

State => Assigned

Assignment groupe => BTR

Created =>trend before 7pm

Short descritpion => contain MCO

Retroactive start => checked

set start to cretead

when to cancel => start condition are not met

In the stop condition 

State is resolved 

and in the record in first the state is assifned then the state become resolved

[Mark Manders]

Can you try it with removing the 'created = trend before 7pm'? System time could mess that up so you think you are correct (time-wise), but the system thinks you aren't.

Curious if that resolves the issue (PS: why do you want that created-condition when you can just attach a schedule to not start it after 7pm)

[Fdeveloper]

Hi @Mark Manders ,

the problem that when I try to reproduce the problem I can't , iget the SLA triggerd but I have 8 cases where the conditions are correct but SLA is not triggered it's not me who create this SLA and i the client want to know why the sla isn't triggered in this cases