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‎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.
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‎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).
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‎02-24-2025 11:36 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, and is it part of the 'com.snc.sla.contract2' plugin?
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‎02-25-2025 06:03 AM
It's to preserve legacy behaviour of a deprecated plugin which is no longer deployed for new customers
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1214794
