Clarification on SLA Due Field Behavior in task_sla

mania
Tera Contributor

3 weeks ago

 

Hi,

Could you please explain how the SLA Due field works on the task_sla table and why it sometimes shows as “UNKNOWN”?
Is there any OOB configuration or related table that controls this behavior? If so, please let me know how it works.

If there are no OOB configurations available, could you please advise on the best practice to populate or pull the value for the SLA Due field?
I would like to understand the recommended approach for configuring this, especially for the HR Case table.

I am also looking to configure this functionality on the HR Case table.

Any guidance on this would be very helpful.

mania_0-1768563166070.png

Thanks!

 

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4 REPLIES 4

tiagomacul
Giga Sage

3 weeks ago - last edited 3 weeks ago

The 'UNKNOWN' Scenario: This value typically appears when there is no active workflow or flow processing the specific 'planned end time' for that task, or when the calculation engine has not explicitly pushed a value to that field.

Ignore Legacy Fields

The following fields are present on the Task table (but do not appear on the default Task form), which were used by the old Legacy escalation engine: 

  • Escalation
  • Made SLA
  • SLA due
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SumanthDosapati
Mega Sage

3 weeks ago - last edited 3 weeks ago

@mania 

SLA Due is a legacy and deprecated field in ServiceNow.

This field has not been used since the 2010 / 2011 engine were introduced.

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547302

 

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

SumanthDosapati
Mega Sage
In response to SumanthDosapati

3 weeks ago

@mania 

 

Did the above solution work? If yes, Accept the solution and mark as helpful to close the thread and benefit other readers.

Regards,
Sumanth

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