Where do SLA Schedules come from?

[cecilialehmann]

Where do the SLA schedules get populated from? After we upgraded our ServiceNow instance to Istanbul, our SLA's are no longer populated for incidents (they still work for tasks). We can see that the "schedule" field references cmn_schedule, but it dosn't actually populate anything in the "schedule" field, thus having all of our priority 4 and 5 incidents breach after 24 hours instead of their schedule, which is based on the group the incident is assigned to.

We have compared of pre-upgraded instance to an upgraded instance and everything seems to be the same.

[abd1]

Hi Ed ,

I am currently facing a similar issue with Incident SLA post to a Fuji-> Istanbul Upgrade. I have checked my SLA definitions and I can see that both 'schedule source' and 'timezon source' are well populated.

Any Ideas?

Thanks

Abdessamad Adib

[edwajs]

Hi Abdessamad,

You have ruled out #2, the SLA Definitions.   The more common cause is #1, listed above.   "The most frequent issue is the customer modified SLASchedule during an earlier release and the upgrade skipped the updated version of the code."

Did you verify that SLASchedule script include was upgraded properly with your Istanbul upgrade, or was it skipped?   That is what I would check next.

Regards,

Ed Wajs

ServiceNow Technical Support

[shivanipatel]

Cecilia,

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