Where is SLA information stored?

[Mario Minguer]

Hello everyone.

I am trying to gather reports regarding all the different SLAs each contract has on ServiceNow. I ran a report on the SLA Definition [contract_sla] table but was not able to find some records. When I looked at the Task SLA [task_sla] table I can see there are incidents that have an SLA attached that is not on the [contract_sla] table.

Is there another table where this information could be stored? I also ran reports on Service Offering SLA table but was not able to find them there. If i look at either incident_sla and filter by Customer, I can see there are some customers that do not show up on either. The incidents tickets DO have the information under Task SLA view.

Thanks in advance.

[Mario Minguer]

So this seems to me like something went wrong in the configuration.

If I pull a report from incident_sla or task_sla I will see the SLA that each record has. ServiceNow identifies the SLA as a field, and if I try to run a filter on SLA I would see all SLAs but the ones from a particular customer. If I click them on the incident_sla or task_sla record, I get to a page with Record not found.

If I do this for any other customer, I get a page with the record and the configuration. Could it be there is something bad going on?

[Aman Kumar S]

Are you using a Domain separated environment, or there are some query BR running on the table which is restricting the list of records