Breach on Due Date not working

[Russell Park]

I am trying to setup a new SLA with the Duration type = "Breach on Due Date".  I have read several articles and see the issues people have had with getting the breach date set correctly based on the due date.  I am not even getting that far!  I cannot get the SLA to attach to the Requested Item.  Below is a screenshot of my SLA definition.  In the workflow i am setting the Due date field on the RITM which is working correctly.  What am i missing that is causing this to not even attach an SLA?

Thanks for any insight on this!

Russell

[Allen Andreas]

Hi,

If the SLA is not attaching to the record, then you need to solely focus on your "Start condition" within the SLA definition.

So both of those, the active is true, and the item.workflow needs to match what you have set, if it doesn't, it won't attach.

You'd want to review those thoroughly and consider removing both, seeing it attach, then add a condition 1 by 1 and see where it starts to mess up and then correct that.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Russell Park]

Thanks Allen.  I ended up figuring out that I created the wrong type of SLA.  I had created a Service Offering SLA.  Once I changed to a contract SLA it attached correctly.

[Allen Andreas]

Hi @Russell Park 

Sounds good.

If my reply helped guide you Correctly to fully review your SLA definition, please mark as Correct.

If Helpful, please mark as such.

Thanks and take care! 🙂

[Mark Manders]

Besides the 'start condition' you should also check your 'stop condition'. ServiceNow doesn't attach an SLA to a record if the stop condition is already met when the start condition is true.

If you for instance have 'state is not new' as stop condition and the record starts on another state value, the stop condition is true and the SLA won't attach to the record (it just doesn't start).

If my answer helped you in any way, please then mark it as helpful.

Mark