- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 08:43 AM
When an incident has no contract attached, non-contractual SLA is not triggered even if the start conditions are met. Is this normal? I thought that if an incident has no attached contract, any non-contractual SLA would be triggered.
Solved! Go to Solution.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 02:45 PM
Is the property com.snc.sla.contract.tables present in your instance? If that properly is present with a value, legacy behaviour is preserved and non-contractual SLAs won't process.
Additional, that SLA record can't be linked to any contract records (contract_sla_contract).
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 12:23 PM
Hi @NimunK
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1115871
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 02:45 PM
Is the property com.snc.sla.contract.tables present in your instance? If that properly is present with a value, legacy behaviour is preserved and non-contractual SLAs won't process.
Additional, that SLA record can't be linked to any contract records (contract_sla_contract).
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 10:59 PM
Thank you! The value is set to 'Incident', which is why the non-contractual SLA isn't triggered, even though the incident has no attached contract. What is the intended function of this property?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-24-2025 11:05 PM
Thank you! The value is set to 'Incident', which is why the non-contractual SLA isn't triggered, even though the incident has no attached contract.
What is the intended function of this property?