Sla of awaiting state get attached twice to the incident record

ABC6 · ‎08-23-2023

we have a requirement where a new sla gets attached when state is in Awaiting state,issue is it get attached twice, no idea from where to start,please help me to get this expedite as i am new to this environment

Peter Bodelier · ‎08-24-2023

Then the last thing I can recommend is to go through these checks:

Troubleshooting Service Level Agreements (SLA) - Support and Troubleshooting (servicenow.com)

If that doesn't help, create a case at Now Support.

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Peter Bodelier · ‎08-24-2023

That depends a bit on your requirement. However I believe simply unchecking the retroactive start would suffice.

Then it would still create two SLA's for this example, but it would just measure the time it is in one of these states, each time.

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ABC6 · ‎08-24-2023

Nope , retroactive start is not causing issue i have checked with another incident while disabling retroactive start again
two ola attached when state move to awaiting state

Peter Bodelier · ‎08-24-2023

Allright, as @AndersBGS also asked, please share the rest of the SLA definition as well.

And just make sure, back to basic: Are you sure, it is the same SLA which is triggering?

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ABC6 · ‎08-24-2023

Yes, It is the same OLA which triggered

Peter Bodelier · ‎08-24-2023

Add follow up breach == false to your start condition, and check again.

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