ServiceNow PDI: OLA Is Not Attaching to an Incident

[BURLED]

Hi Community,

I am practising SLA and OLA configurations in my ServiceNow Personal Developer Instance (PDI).

I created an SLA definition named "Email Service Resolution SLA" with the following configuration:

• Type: SLA

• Target: Resolution

• Table: Incident

• Duration: 4 hours

The SLA is successfully attaching to incidents. I have also tested its start, pause, resume, and stop behaviour.

I then created an OLA definition with the following configuration:

• Name: Internal Support Team OLA

• Type: OLA

• Target: Resolution

• Table: Incident

• Duration: 2 hours

• Active: True

• Start condition: State is New

However, the OLA is not appearing in the incident's Task SLAs related list, while the SLA is attaching successfully.

Could you please explain what additional configuration or troubleshooting steps are required for an OLA to attach to an incident in a PDI?

Thank you for your help!

[SUBHENDUB · Accepted solution]

Hi,

Since your SLA is attaching properly, I would suggest checking the following for the OLA:

Start Condition: Make sure the incident is in the New state when testing the OLA.

Fresh Incident: Create a new incident and check whether the OLA attaches, especially if you modified the definition after creating existing incidents.

Task SLA Table: Open task_sla.list and filter by the incident number to verify whether a Task SLA record is created.

Assignment Group: If your OLA is meant for an internal support team, check whether you need an assignment group condition based on your requirement.

I would start by testing with a fresh incident and checking the Task SLA table. This should help identify where the issue is.
Please mark helpful if it solves your problem.

[BURLED]

Hi SUBHENDUB,

I followed your suggestions and tested the OLA with a fresh incident. Initially, the OLA attached successfully and appeared in the Task SLA table with the Stage as In Progress.

However, when I created another fresh incident with the same State = New condition, the OLA did not attach. Only the SLA records appeared in the Task SLA table.

Could you please help me understand why the OLA attaches to one incident but not to subsequent new incidents, even though the configuration remains the same?

Thank you for your guidance.

[SUBHENDUB]

I would suggest checking the OLA definition's start condition and any additional conditions configured.

Also, check whether the OLA is still Active and whether the second incident satisfies all the configured conditions. You can compare both incidents in the Task SLA table to identify any difference.

If the issue persists, try checking the system logs for any errors during OLA processing.