FIlter condition is not working for SLA

lucky24
Tera Contributor

Hi team,

I have created one SLA definition with some filter conditions and It should not trigger when I select any business service from the below conditions.

lucky24_0-1706005774793.png

But the SLA is triggering when I select business service one of those above.

Am I making any mistake in the filter condition? 

Please help me here.

 

 

1 ACCEPTED SOLUTION

Hi @lucky24 

 

I tested with AND conditions and it is fine. 

LearnNGrowAtul_0-1706007544213.png

 

 

LearnNGrowAtul_1-1706007588378.pngLearnNGrowAtul_2-1706007597921.png

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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7 REPLIES 7

AndersBGS
Tera Patron
Tera Patron

Hi @lucky24 ,

 

It's because the condition is true no matter what business service your selection. In your condition you have stated, business service is not ... or business servicenow is not... By stating it like this, even if you business service is "1st line, then the 2nd line will evaluate the condition to true.

 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards
Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Hi AndresBGS,

Thanks for your response.

Then how should I use filter conditions there?

Hi @lucky24 ,

 

Try with the solution provided by @Dr Atul G- LNG . If his solution doesn't work, then please let me know - then I will look further into a solution for you.

 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards
Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @lucky24 

 

I want to test it my end , which table you are using. ]#Also  by seeing the screenshot 

 

it look like you are using wrong way to check the Business Service is not. You are putting the OR condition.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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