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]

Hi @Curtis2 ,

Check the proper start condition. I have just tested it is working fine.

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Runjay Patel - ServiceNow Solution Architect
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[Curtis2]

I see you left out the location.country condition.  Is there a reason for this?  We need to be able to segregate SLAs by country.

[Runjay Patel]

Hi @Curtis2 ,

You can that condition as well but on that location should match.

While creating check all the condition which are applied on your SLA definition and add those values. If you miss any SLA wont attach.

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
LinkedIn: https://www.linkedin.com/in/runjay
YouTube: https://www.youtube.com/@RunjayP

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[Curtis2]

I am still not able to get the SLA to attach.