Record Producer is creating the incident, but the incident SLA is not being triggered

[Robin Chadwick1]

We have a record producer in our Service Poral called "Report an Issue".  When the record is submitted in the portal, it creates the incident record with all the data elements that are required to trigger the SLA record.  However, the SLA record is not triggered unless an update or save is triggered.

How do I get the SLA record to be triggered when incident record is created?

[SanjivMeher]

Can you check the record producer script, if it has script statement such as autoSysField(true) or setWorkflow(false), which may be causing this?

Also check the SLA definition for condition, which may be causing this.

[Robin Chadwick1]

Are you saying the issue will be caused when there is a script statement in the catalog item, "autoSysField(true)" or if there is a script statement saying "setWorkflow(false)"

Below, I have provided the following

• The catalog script.  I don't see either of those statements in the script.
• The Variable Field Mapping from the Catalog Item
• The SLA Definition
• An incident created using the record producer where the SLA record was not triggered.

All the SLA start conditions are met.  I don't understand why the SLA record is not triggered.

Catalog Item Script

current.description = producer.short_description;
current.category = producer.report_issue_category;
current.contact_type = 'self-service';
current.impact = 3;
current.urgency = 3;

if (producer.sap_affect_monthly_accounts_closing_activities == 'true' || producer.sap_diesel_fuel == 'true') {
current.impact = 1;
current.urgency = 1;
}

if (producer.assignment_group != '') {
var getAssignee = new GlideRecord('u_sap_team_leads');
getAssignee.addEncodedQuery('u_active=true^u_sap_group=' + producer.assignment_group);
getAssignee.query();
if (getAssignee.next()) {
current.assigned_to = getAssignee.u_team_lead;
}
}

Variable field mapping for the record producer

Question	Map to Field	Field
Incident raised on behalf of	true	caller_id
Best contact number	false
Can you classify this issue?	false
Do you know the specific service affected?	true	business_service
SAP Creation Time	true	u_sap_creation_time
Change the Assignment Group if Known	true	assignment_group

SLA Definition

Incident created from the portal record producer

[SanjivMeher]

It looks fine.

I hope you have Priority = 5-Planning selected in the SLA definition.

The only problem I could see is the Assignment Group Parent condition.

If you remove that condition, does it work?

[Robin Chadwick1 · Accepted solution]

You were partially correct.  The issue was with the Assignment Group Parent.  This is a custom field that had to be added to the incident form because you can't trigger SLA's by dot walking to parent fields.  The Assignment Group Parent field was not present on the portal form and thus not being populated when the record producer created the incident.