SLA % on Portal is not getting automatically refreshed

[Mohammed Rahim]

Hi all,

I have recently worked on a Service portal requirement, where in I was asked to create 2 new custom widgets i.e., 1 to show the Approval status & 1 for Fulfillment SLA (Business Elapsed percentage). See attached screenshot

The problem I am facing is that the fulfillment SLA is not getting auto refreshed on the Portal page unless someone opens the related RITM in the ServiceNow native view. Once the RITM is opened in native view then the portal displays  the correct/latest SLA percentage.

The issue is with SLA percentage not getting refreshed automatically just like how it does on the RITM (Task SLA)

[luffy3478]

You may need to run the sla caluclation through script. Find the script in this article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0691838

[James Chun]

Hi @Mohammed Rahim ,

There is a great article on when Task SLAs are updated - https://www.servicenow.com/community/platform-analytics-articles/understanding-how-and-when-slas-are....

I am guessing you are displaying the Task SLA records within the custom widget.

Because you are not 'opening' the task record (e.g. Request in your instance), it's not triggering the 'Calc SLAs on Display' Business Rule.

With the above in mind, you can do one of the following:

• Display/add the task record to trigger the Display BR
• As per the document in the link, you can change the frequency at which the Task SLAs are updated. But note that this may cause performance issue
• Leave it as it is. Although they won't be updated in 'real-time', they are updated more frequently as the breach time is near.

Cheers