SLA Override

[Brian Lancaster]

I am trying to setup SLA's based on CI.   I found in the form layout that there is an override where you can override other SLA definitions which would be our default.   I also found that you have to turn on Run the 2011 SLA engine asynchronously after task insert or update operations in the SLA properties.   How ever when I set an incident that should be use one of the CI SLA"s I have noticed that our default SLA along with our New SLA are running.     The override does not see to be working.   Has anybody worked with multiple SLA's for the same priority and gotten it to work?

[Deepak Ingale1 · Accepted solution]

Hello Brian,

Normally overrides are applied for other domain than the domain where process is defined.

Are you in domain separated environment?

If you are in the same domain, I don't think you can override the same domain SLA definition.

Probably, you will have to alter the start condition of default SLA for your CI.

Could you please provide more information on this to know what exactly is happening in your case?

[Brian Lancaster]

We have an SLA definition that should run with a specific CI and selected and priority is a P1.   When we change the SLA to a P1 it does properly cancel the old priority but then also runs both our Standard P1 SLA and our new one.   This is working in dev but we do have the domain separation plugin turned on for dev.   Just note that when we choose from the override filed even in dev we can only choose other SLA's not domains.

[Deepak Ingale1]

Hi Brian,

I found some KB related to it. May be it will help you.

ServiceNow KB: sys_overrides failing for SLAs that are inserted asynchronously (KB0535997)

[Brian Lancaster]

I actually followed this and set to system to run asynchronously based on this KB.