SLA Trouble

[yana7]

The SLA for incidents is not triggered when the start condition is met. This occurs after upgrading to the Zurich version

[nityabans27]

Hi @yana7 ,

Can you please share the screenshot of the condition you have put and the incident you want it to get triggered on.

[yana7]

Condition SLA

Log

[nityabans27]

Hi @yana7 ,

After upgrading to the Zurich release, SLAs may fail to trigger because Zurich changed how SLA conditions and engines work.

Most common causes:

1. Condition mismatch – Field choice values (like State) changed; reselect and save them in your SLA conditions.

2. SLA Engine update – Run “Repair SLAs” job; Zurich uses a new SLA engine version.

3. Old Workflow SLAs – Zurich prefers Flow-based SLAs; republish the definition.

4. Table mismatch – Ensure Applies to = incident, not task.

5. Disabled business rules – Verify taskSLAController is active.

6. Event queue issues – Check system logs for SLA: Start condition met.

Fix direction:

• Simplify SLA start/stop conditions to test.

• Run Repair SLAs and check SLA logs on an incident.

• Reselect condition fields and re-save the SLA definition.

If it still doesn’t start, the SLA engine or conditions need reconfiguration to align with Zurich’s new logic.

[Ankur Bawiskar]

@yana7 

So it was working fine before upgrade?

Did you confirm Start condition is actually getting satisfied?

what debugging did you do?

If you are sure it was working before upgrade and nothing changed on SLA config or any script on incident then raise a case with ServiceNow.

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