SLA is not getting attached to incident when assigned to is filled while creating ticket

[Shiva Kumar2]

SLA is not getting attached to incident when assigned to is filled while creating ticket.

[Harish Kota · Accepted solution]

Hi @Shiva Kumar2 

Servicenow SLA execution order is:

1. It will check the stop condition first and the next pause condition and then it will check the start condition.

Your SLA stop condition might be assigned to not empty, which will execute first, and sla won't get attached
for the above issue, you can use the below workaround solution by adding a pause condition.

Pause condition:
"Assigned to " is "not empty"
"Updates" is "0"

Stop condition:
"Assigned to " is "not empty"
"Updates" greater than "0"

Please update the condition and try to create the incident and check whether SLA is attached or not.

Accept as solution/Hit Like if the solution works for you.

Thanks,

Harish Kota

[Shiva Kumar2]

Hi Harish,

Solution is worked for me, thank you.

Regards,

Shiva

[PavithraDeB]

Hi @Shiva Kumar2 

Just wanted to know, if the Response SLA has been paused after setting the above conditions shared by Harish, as i dont want to pause it