Same SLA Getting triggered two times on one record

Anirudh29
Tera Contributor

Wednesday

Hi All,

 

Problem statement : Same SLA getting triggered two times, one by the user and another one by the system.

 

Use case : There is a custom table which extends task table. This table is used for integrations. When servicenow pulls the data from the thirdparty, the state of the record directly comes in "closed complete" state.

 

The SLA Definition is configured in such a way that the start condition is when the state is closed complete and the stop condition will also be closed complete. And retroactive start is checked on the start date field.

 

The SLA should not get triggered two times, it should come only one time. How to resolve this or any workaround on this?

 

Any help will be much appreciated.

 

Thanks,

Anirudhron G

#developer #servicenow #sla #itsm

0 Helpfuls
  • 87 Views
1 REPLY 1

DineshDasN
Tera Contributor

yesterday

Hi @Anirudh29 

 

Since both the start and stop conditions are the same “Closed Complete”, the SLA is created twice.

 

  • To fix this, add a Before Business Rule on your custom table, it will check if the same SLA is already exists for that record before allowing new SLA to be created.
  • This ensures only one SLA is attached, even when retroactive start is enabled.

Hope this helps.

0 Helpfuls