SLAs on Catalog Task Variables Not Triggering

[Joshua Cassity]

We're trying to setup a SLA that's specific to an option on a catalog item select box. See condition below:

And when we submit a request where this option has been placed into the appropriate variable on the task, nothing happens. See below:

Any ideas on why this would not be working properly? Did we find a bug?

[kemmy1]

This still doesn't answer the main question of why it doesn't work.   I'm facing the same issue.   So I have to create all of this other workflow/customization because SLA's with variables in their condition doesn't work?   Sounds really broken.   Why even give us the option to use variables for the condition if it's not going to work?

[kemmy1]

How did you determine what the u_sla_duration field is going to be set to?   Via a business rule?   If so, can you share the business rule?

[vinothkumar]

Hi Joshua,

Please find the below link and this was the update from Hi Support.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0610309

[kemmy1]

I've tried this as well.   Apparently whether the variable is in a variable set or on the item (catalog task) it still does not work.

[masoomsharma]

Hey joshuacassity,

Did you find solution to this issue? It looks like servicenow issue.

Thanks.

Masoom