We are attempting to test the SLA functions here in one of our sandbox environments and we have noticed an issue.
We have noticed that unless the parent record is touched, the SLA record stays stuck without any change in elapsed business time. This is causing problems for us as the SLA timers that we have set up are not firing properly resulting in SLA breaches.
Can anyone tell me how ServiceNow is supposed to be updating the timers on SLA entries so that the appropriate notifications fire properly?
