Attach an SLA when incident is created direct to Resolved via Chat or Virtual Agent.

[Curtis2]

During a recent audit finding, we discovered that incidents which are created direct to Resolved don't get an SLA attached.  Obviously, the SLA would always be met, both Assigned and Resolution; however, our audit team wants to see that an SLA gets attached.

[Runjay Patel]

Send me screenshot for both SLA and submitted record.

[Curtis2]

[Runjay Patel]

Hi @Curtis2 ,

You are not following schedule and time zone mentioned in the SLA.

1. You have to make sure that you are creating ticket on defined window that is 8AM to 5PM and excluding holiday mentioned on the schedule. Open schedule and check child schedule for holiday list.

2. and 2nd, make sure the caller time is falls under defined time.

Note: If you are not able to identify the these two value then try removing these value and select like below for testing.

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Runjay Patel - ServiceNow Solution Architect
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[Curtis2]

I just tried again.  My user profile is using system (US/Eastern) TZ and the incident is created between 8a and 5p and it isn't a holiday today.

[Curtis2 · Accepted solution]

As it turns out, the Stop Condition runs first so since that condition check to see if State == Resolved, the SLA never attaches.