SOW SLA and timing not showing the correct information

[Su Tyagi]

Hi all,

When I open my ticket in SOW, under record information->SLAs and timings, I don't see the correct information on my SLA. Example: the response SLA for 60 days but it shows 7months 3 week. However, when I click on view all SLAs, I do the see the correct information. Refer the screenshot below

I have configured SLA timer and mapping but not sure what needs to be done to get the right info.

Thanks,

Su

[Ajay_Chavan]

Quick checklist:

- You’ll need to map your response and resolution SLAs.

- Visit SLA Timer Configuration.

- The two records of interest are “Incident Response” and “Incident Resolution.” Ensure you have mappings to your relevant SLAs.

- Consider checking if it’s a cache issue. If not, try repairing the SLA or updating the SOW Plugin.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-level-man...

[kaushal_snow]

Hi @Su Tyagi ,

This is typically caused by missing or misconfigured SLA Timer Configuration. In SOW, this tile gets its data based on the configured SLA timer source, not directly from Task SLA records....

Please check below point:

SLA Timer Configuration (Service Level Management > Administration) Whether the proper source is selected (e.g., “Task to SLA mapping”) That mappings are correctly set up to associate the right SLA definitions to tickets
Once aligned, the Record Information tile should reflect accurate SLA durations.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Su Tyagi]

Which application should I use for mapping? I tried global and Incident management (refer below), neither of them worked.