SLA - How to always trigger a response SLA

[B3N_AU]

Hi,

Say you have a simple response SLA on INC where the start condition is Active = True and the stop condition is Assigned to is not Empty.

Scenario - When a user creates a new INC, assigns it to themselves, when they save/submit the INC record. The response SLA is never triggered. As per the definition.

What we would like to happen is to have a response SLA trigger for all INC but if it's assigned to someone when it's created. To have a zero duration.

Can something like this be achieved?

Cheers Ben

[Rob Milstein]

I saw a solution for this here: Solved: SLA is not getting attached to incident when assig... - ServiceNow Community

The solution causes a "0 seconds" SLA record to be created.

Note that it will be "paused" on creation, but after any update to the parent, the SLA moves to "completed".

Kudos to @Harish Kota for his solution in that other post!