SLA TimeLine is showing nothing

[Anusha Dande]

HI 

we have issue with timeline. It is not working as expected. Can someone check the screenshot and sugegst why it is not showing anyvalue. (That specific problem task record is having 3 SLAs, but it is showing nothing)

Thanks,

Anusha

[Community Alums]

Hi @Anusha Dande ,

Have you configured the SLA ?like below along with the Start,stop,Pause and Rest Conditions?

[Anusha Dande]

Hi Sandeep,

Yes, everything was defined and it is working as expected in lower environment, having issue in production and that task is reopened multiple times as per the audit log

Thanks,

Anusha

[Community Alums]

Have you checked the Update set which you moved from your lower instance to PROD?

[Gunjan Kiratkar]

Hi @Anusha Dande ,

Can you please check the SLA scheduled and its entries?

If the problem task is created beyond the scheduled time then it will not show the timeline as the SLA is not started.

You can check the schedule from the SLA definition as below:-

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Gunjan Kiratkar

Consultant - ServiceNow, Cloudaction

Rising Star 2022