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SLA Issue after Zurich upgrade

maddamsetti
Tera Contributor

3 weeks ago

Hello Team,

 

We have recently upgraded our instance to Zurich after this upgrade we are experiencing one intermittent issue related to SLA's that is though incident is resolved still resolution SLA is running and getting breached same thing happened with response SLA as well though pause conditions met still SLA is running and getting breached.

 

We have already validated the SLA definitions, and everything configured correctly like pause conditions and stop conditions but it's not triggering pause condition we are not sure why it is happening because same definitions is working as expected in some other incidents.

 

Could you please help here what we can do to sort it out.

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GlideFather
Tera Patron

3 weeks ago

Hi @maddamsetti,

 

it's impossible to give you any meaningful response when we cannot see the actual SLA definitions... 😛

 

But if you think it's related to upgrade, go to Support Portal and ask ServiceNow for assistance by creating a Case:
https://support.servicenow.com/now 

 

Let me know if you have any progress

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */


0 Helpfuls

Community Alums
Not applicable

3 weeks ago

Hi @maddamsetti,

 

This behaviour can sometimes occur after an upgrade due to how the Run SLAs business rule executes and handles concurrent transactions. From a review of a similar case, it was found that multiple executions of the Run SLAs rule occurred almost simultaneously - one completed first and correctly paused the SLA, while another execution (running with stale data) resumed it. This can lead to the SLA continuing to run even though the conditions to pause or stop have already been met.

 

This issue could resolved by updating the following system property to ensure ServiceNow always retrieves the latest record from the database when evaluating SLAs:

Property: com.snc.sla.get_task_from_db
Location: sys_properties.do?sys_id=04996bb573200010491d235f04f6a74c

 

Please review the value configured in this property. It should list the relevant task tables (e.g., sc_req_item,incident) without any spaces after the comma. Even an extra space after the comma can prevent the property from functioning as expected and may result in the system reading stale data during SLA evaluation.

 

This solution was documented in the following KB article, which provides additional context on the issue and resolution steps:

SLA Breached even though Incident was on Hold - Support and Troubleshooting

 

If my response helped, please mark it as the accepted solution so others can benefit as well.