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.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

View solution in original post

ABC6 · ‎08-24-2023

Not working also add the condition,please see below

Peter Bodelier · ‎08-24-2023

Getting better though, not both completed anymore 😉

Please check if you have any Business Rules/flows/workflows running which change the fields used in your conditions.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

ABC6 · ‎08-24-2023

also checked, if state value changed multiple times but not getting luck

not sure if any Before query BR at task_sla did such but i did not find any Before query BR in the system at task_sla and also not sure if Process SLas BR at Task is responsible for it, please guide how to move futher ahead from there

Peter Bodelier · ‎08-24-2023

I was actually thinking a BR or other automation is setting values on the incident level, which causes this.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

ABC6 · ‎08-24-2023

So what should be the next step to move ahead