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 ,

Yes off-course and its obvious that we should not put start and stop condition same.

Glad that it resolved your issue.

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Runjay Patel - ServiceNow Solution Architect
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[Curtis2]

Unfortunately, after duplicating your SLA definition, it still is not attaching to the Incident.