Retroactively fix SLA's

[shonamac]

Hi Everyone,

We had an issue with our environment where SLA definitions were not correctly defined for the stop condition which resulted in many response task SLAs not being attached to the respective form on Incidents and Requests.

This has now been rectified for those cases going forward, however I'm tasked with fixing all SLAs for the past 3 months - the majority of the cases are now closed.

Is there an easy way of updating all of these task SLAs   so they will attach to the relevant case.   I've tried the Repair SLA function but this just seems to remove the task SLAs from the incident or request rather than fix them and create those that were previously missing.

(I'm guessing this may have something to do with evaluating the SLA condition as described in the docs: For example, if your Start condition is a subset of your Stop condition, the Stop condition will always match when the Start condition matches and the SLA will never attach.   As our cases are closed the start and stop condition will always match and hence the SLA will not attach)

Any help or advice appreciated

Thanks

Shona

[plaura]

Hi Shona,

I'm running the same issue. Have yuo solved it?

Thanks,

Lauralina

[shonamac]

Hi Lauralina,

Yes for the most part we did get this resolved.   The issue I was facing was that I was testing the repairs in our dev environment which did not have the full history cloned across so the SLA's would get deleted.

I found that we had to manually repair every record, we could not repair via the list view, by the time ServiceNow support were available to look into this in further detail i had repaired everything manually so we did not proceed with this.

The repair SLA function was working for us

I'd recommend reaching out to ServiceNow support if you're having any issues with bulk fixing records

[plaura]

Hi Shona!

Thank you for your response.

I confirm that even in our case the problem is only present in a development environment. In prod task_sla records is recreated correctly (also by list action).

Thanks again!

[prajaktanaik]

Hi Shona,

I am facing the same issue. I have cloned the dev environment and if I repair a particular SLA record for an incident, it gets cancelled and a new record is created. is this correct or not?

Also, how to identify if the existing SLA record really needs to be repaired? Any suggestions pls?

Thanks,

Prajakta Naik