SLA Not Attaching for HR Case Created via Record Producer

[RakshithS]

Hi Team

I’m facing an issue where SLAs are not getting attached to HR cases that are created through a Record Producer.

When the HR case is created from the Record Producer, no SLA is attached initially — even though the record meets all the SLA conditions.

when I manually click on “Repair SLA” afterwards, the SLA then attaches properly for the records created through the Record Producer.

If I create the same type of HR case directly using the “Create HR Case” option from the application navigator, the SLA attaches correctly.

Can someone assist me on this ?

[Dr Atul G- LNG]

Hi @RakshithS 

Generally, it should work without any issues. You might want to check the SLA condition once.

https://www.servicenow.com/community/itsm-forum/record-producer-is-creating-the-incident-but-the-inc...

[Dr Atul G- LNG]

Hi @RakshithS 

https://www.servicenow.com/community/developer-forum/record-producer-creating-records-inactive-preve...

[Ankur Bawiskar]

@RakshithS 

is it getting attached when you create it using Native NEW button without record producer?

share SLA start conditions screenshots

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[RakshithS]

Hi @Ankur

Yes, the SLA is getting attached when the record is created using the New button.

I’m sharing the SLA Definition Start Condition for reference.

For testing purposes, I’ve even simplified the SLA definition further, but still no luck.