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Response SLA's are not attaching

Gopal14
Tera Contributor

‎03-05-2026 10:57 PM

Hi Team,

 

Response SLA's are not attaching when Incident has been created by ServiceDesk team,  Conditions are same but when any other user creates, Response SLA's are attaching.

 

 

How to check

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2 REPLIES 2

yashkamde
Mega Sage

‎03-05-2026 11:05 PM

Hello @Gopal14 ,

 

what's your start condition? send the screenshot.

Does check the start condition also ensure to uncheck retroactive start if don't want to start sla early from creation only :

Screenshot 2026-03-06 123242.png

 

If my response helped mark as helpful and accept the solution.

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Tanushree Maiti
Kilo Patron

‎03-06-2026 12:05 AM

Hi @Gopal14 ,

 

Check the Start condition of your Response SLA definition. 

Some how start condition is not matching with your Incident  that's why it is not getting attached.

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
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