Expose SLA in Service Operations Workspace under Record Information
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3 weeks ago - last edited 3 weeks ago
Hi team, am currently tearing my hair out trying to get the sla to show up in Incident Mgt under Record Information in the SOW. I've read many a KB about it but all the advice seems to point to things I can't find. It's working in Dev and I've tried to see what the differences are between dev and prod with no luck. Any help would be most appreciated. Picture of what is currently there attached. We are on the Australia version.
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3 weeks ago
did you check this link?
Service Operations Workspace - No Matching SLAs found
💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 weeks ago
Hi @Spade2
Refer Servicenow documentation: SLA information on the Service Operations Workspace landing page
Check this post as well: Service Operations Workspace - Incident SLA Chart on Overview
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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3 weeks ago
The SLAs and timings section in Service Operations Workspace is populated through the Incident Response and Incident Resolution SLA Timer Configuration records referenced by the SOWIncidentInfo Script Include. The PROD instance should be checked to ensure that the referenced configuration records exist with the expected sys_ids and contain mappings to the applicable Incident SLA definitions.
If the configurations were deleted and recreated, the new sys_ids must either be replaced with the OOTB records or referenced in SOWIncidentInfo. If the complete section is absent, the active Record Information variant under the SOW SRP Record page should be compared with DEV.
