Hi, hope you can help me.
I've read through this article: HR Case list-view - how the HR "SLA" column is updated - Support and Troubleshooting (servicenow.com...
and I'm aware of the Business Rules that govern the HR Case SLA field behavior and it all works as long as you don't change the BRs.
However, in our instance we have response and resolve SLAs. We have updated the 'Populate case SLAs' to exclude response SLAs. (SLA.Name does not contain response)
Obviously we're working towards the Resolution SLAs so this is what we want to reflect as the Case SLA.
Unfortunately, according to ServiceNow support this customization "breaks" the logic and there is no out of the box fix for this. This is the response I'm getting:
"I found the OOTB business rule, 'Populate case SLAs' was customised and hence the root cause of the issue.
Once I reverted the business rule to the latest OOTB version, I could see the SLA values were in sync on form, list and XML.
Unfortunately, this is not possible Out Of Box.
To achieve your desired behavior, you will need to customize it and it is out of the scope of the support team."
Did anyone have a similar issue and was able to resolve it?
